Job purpose
Twiga is looking for a skilled Call Center Manager to set-up and supervise daily operations and personnel. You will also ensure that technology is utilized to a maximum and that the center is well-organized and productive.
As a call center manager, you must have excellent customer service and communication skills.
Job Responsibilities
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Coach and provide training to personnel to maintain high customer service standards
Monitor and improve farmer feedback, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, farmer reach out etc.)
Prepare reports for different departments or upper management
Qualifications
Degree in relevant field
5+ years experience
Proven experience as Call Center Manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting procedures
Required competences:
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
Experience in call center setup will be a great advantage
