Business Desk Support Supervisor Career in Kenya

Business Desk Support Supervisor
 

Duties and Responsibilities

• All Technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)


• Manage and resolve RD, GM, Regulatory / Consumer bodies and internal staff escalations


• Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets


• Conduct coaching and training for top reasons for escalations


• Communicate, monitor and maintain performance standards


• Identify areas for development to ensure continuous improvement


• Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.


• Identify opportunities to improve and expand product and service offerings based on the voice of the customer


• Contribute and identify areas for improvement and enforcement of processes and procedures;


• Identify, accumulate and analyse statistics that reflect on your teams performance


• Continuously assess the technical competence of your team and take steps to develop their knowledge and skills for effective service delivery


• Identify trends from subscriber escalations


• Escalate issues to relevant departments


• Compile reports


• Manage relationships with key support functions – corporate


• Work closely with other departments on joint projects, such as IT, Operations and Sales/Marketing


• Provide input in testing feedback sessions


• Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM

Qualifications

• Minimum first degree or diploma in social sciences or a business related field


• An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage


• 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience


• Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage


• Knowledge of ticketing system(s) will be an added advantage


• Excellent interpersonal skills


• Ability to motivate to produce results


• Excellent oral and written communication skills


• Dependability


• Multi-tasking

Knowledge

• Product and service knowledge


• Business processes


• Team management


• Performance management


• Call Centre Industry knowledge


• MultiChoice Africa Business Understanding an added advantage


• Market and customer knowledge


• Billing understanding


• Agencies call centre exposure


• Geographical Knowledge of Africa


• Distribution Processes


• Agency Operational Understanding


• Technical Knowledge (KU Band, SeSat, W4, C-Band)

Personal Qualities

• Initiative


• Drive


• Withstanding Pressure


• Assertiveness


• Cultural Sensitivity


• Approachability


• Time Flexibility


• Empathy


• Service Orientation


• Resilience


• Leadership (Firm, Authoritative)


• Self-insight / Awareness


• Good Judgement


• Initiative


• Achievement orientated


• Self confidence


• Perseverance


• Integrity

How to Apply:

Applicants can send their CV and state the position applied for in their subject of the email to us via email 2016careerskenya@gmail.com before 10th July 2016.