Contact Center Manager and Market Research Analyst Jobs in Kenya

Reporting to the Business Development Manager Manage a team of call center agents.Be available to affect the entirety of the team's operations.Manage by walking around. Be visible to answer questions.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackMeet at least once each week with your team. At a minimum, review the following topics:Perform at least one monitoring evaluation with each agent every two weeksKeep track of attendance, daily statistics, paid time off, sick time, etc.Present to the Business Development Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.Present to the Business Development Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.Recruit new staff and schedule existing staff to meet service level objectives.Administer training programs for new hires and existing staff.Establish monthly meetings with other departments to review call center operations.Perform market research.Advise on pricing strategies.Gather statistical data on competitors.Examine prices, methods of marketing, and sales.Analyze data on past sales to predict future sales.Obtain data to design surveys and assess consumer preferences.Devise focus group discussions, mail responses, and set up booths at public places.Conduct surveys.Make recommendations to client or employer.Provide companies with vital information to help them make decisions on the promotion, distribution, and design of products or services.Increase public demand for products.Determine whether companies should add new lines of merchandise.Open new branches.Help develop advertising brochures, sales plans, and product promotions.Develop rebates, giveaways, and other incentives.Gather information to help make fiscal or policy decisions, measure the effectiveness of those decisions, and improve customer satisfaction. Conduct opinion research to determine public attitudes on a variety of issues.Design surveys in many different formatsEmail application to:  n.mbugua@lifecareinternational.com