What you’ll do
We’re looking to add a Call Centre Manager who will oversee the operations of our call center and Manage the customer service personnel. The candidate should have an understanding of the daily operations of a call center.
You will be required to guide the staff on how to handle issues raised by customers in a timely and efficient manner. Be able to plan and strategize on how the department can be able to efficiently support business.
Responsibilities
Ensuring that the call center operates in an efficient manner and provides the highest level of client service.
Identifying client needs based on client data and developing strategies and plans for addressing specific client needs.
Ensuring that response times are as low as possible and that client queries are handled within a reasonable timeframe.
Managing and training the customer service personnel and also ensuring the onboarding process is flawless.
Developing strategies and establishing goals for customer service and ensuring all customer issues are resolved timely.
Handling escalated complaints in the event that supervisors are unable to assist.
Developing SOPs for the call center and update SOPs regularly.
Conducting market research and identify specific trends which could be well suited for the company
Provide management with input on client service and areas of concern as informed by data collected in the call center
conjunction with Financial Manager and establish call center needs and costing.
Conducting regular KPI meetings with employees and evaluating staff effectiveness and performance on a need-basis.
Qualification
Degree in Communications, Business Management or Social course.
2years experience working in a call center.
Proficiency in Basic Computer Software and phone systems
Problem solving skills.
Strong grasp on the company’s products, services and customer service policies.
Interested? Apply to recruit@m-payaenergy.co.ke with subject “Call Centre Manager” by 15th Jan 2024.
Apply via :
recruit@m-payaenergy.co.ke
