Job Summary
The position will be responsible for organizing and directing the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center agents in performing their duties. Provides support, reports & resolves problems and complaints. Monitors agents & contact center performance, and analyzes reports.
Job Responsibilities
Supervises, plans and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of telephone operators and call center agents.
Act as a source of information and answer operator/agents questions, assign tasks, follow ups and give instructions as necessary.
Carry out supervision, coaching, call monitoring, training, reviewing of all operators/agents.
Attend to customer complaints and resolving them.
Carry out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
Compiles and maintains lists of key and on-call schedules and ensures all lists are available to operators for use as required.
Prepares and directs scheduling, monitors operators’ attendance and schedules.
Qualifications
Bachelor’s Degree in Business Administration or related field.
Five years’ customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
Excellent communications, interpersonal, leadership, organizational and administrative skills.
Excellent command of English and Kiswahili.
Must be computer literate.
Able to work in a team.
Good knowledge of commonly used word processing, spreadsheet and database software packages.
