BPO Company Assistant Managers Jobs in Kenya

Nov 22, 2016

Asterisks Solutions Ltd is a BPO company offering customer care services to Health Organizations, we currently have below positions to fill;

Assistant Manager on Duty

Job Description

• Candidate current designation must be of Assistant Manager Level


• Ability to manage Account independently and maintain a strong relationship with clients on relevant operational topics (quality, readiness, support model, change management, staffing, hiring & Training, forecasting etc.)


• Very Strong Operational skills for managing a team of 50 plus


• Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.


• Ensuring that the employees adhere to the company’s rules and are in sync with the company’s mission and values


• Sound understanding of Operations & Delivery


• Good experience in client management & passionate about customer experience


• Ability to manage stress, experience in managing a challenging account.


• Be a good change leader


• Assist supervisors and develop various metrics for productivity and prepare necessary reports


• Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment


• Manage Client relationship independently, work with the client organization well.


• Very strong peoples person, ability to work with the diverse set of people.


• Manage Employee Satisfaction on the floor


• Be a strong mentor for front line leadership on the floor to deliver on ESAT (Employee Satisfaction) and productivity


• Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees well.


• Proficient with Excel and Power Point


• Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job,


• Excellent interpersonal skills

Assistant Manager on Quality
 

Job Description

• Set up of Quality Control for new process / clients requiring extensive interaction with clients to understand and capture all requirements


• Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting


• Design new processes for Quality Control functioning to meet client specific requirements


• Incubation of Quality Control in all new processes.


• Perform ongoing reviews to ensure compliance to Quality Development to all certification and internal / client requirements


• Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM


• Ensure the effective running and updating of the PROMPT system and accurate rating of process performance viz--viz SLA targets


• Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies like DFSS etc.


• Train / mentor AMs and QCAs and operations teams on quality tools and concepts


• Responsible for monitoring contacts


• Responsible for preparing and providing feedback to agents


• Data analysis and making designated reports


• Participating in internal & external calibrations


• Communication to heighten awareness and focusing on importance of positive customer experience


• Making recommendations and driving improvement


• Ensuring that internal policies, procedures, and compliance regulations are being followed


• Reduce learning curve and help enhance product/process knowledge of new joinees


• Ensuring that internal policies, procedures, and compliance regulations are being followed        

Assistant Manager on Training
 

Job Description

• Conduct Training Needs Analysis and measure, enhance, or develop training programs


• Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) to improve learner’s communication, customer service, processing, technical, and system navigation skills


• Suggest improvements to the training agenda


• Create relevant evaluations & training assessments


• Sound knowledge of the concepts of writing & reviewing documents


• Adhere to Content Development guidelines and ensure compliance to standards, timelines and targets.


• Collaborate with Clients, Operations, Training, and other identified departments in coming up with relevant & effective training and instructional materials


• Train agents on product and process, as and when there are New Hire Training batches.


• Work closely with Operations and Quality team design action plans to plug areas of opportunity


• Responsible for defined training conversion


• Managing retention during training


• Consistent alignment with operations by auditing calls, emails, chats, understanding needs, conducting refreshers


• Demonstrating innovation in training by carrying floor requirement into classroom training.


• Maintaining Data as per training Processes


• Drive C-Sat (customer Satisfaction) & E-sat (Employee Satisfaction) initiatives to add value to the Process and customer


• Must have excellent presentation and communication skills.


• Should be able to drive key performance metrics related to training


• Must have the ability to work under pressure & in an unstructured environment.


• Must be flexible to work in 24X7 environment (night shifts and weekends basis scope)


• Must be flexible to being up-skilled on quality


• Excellent communications skills


• Proficient with MS Office


• Production hours to be given weekly in the absence of New Hire training.

Required Skills and Qualifications:

• Customer Focus,


• Customer Service,


• Good Verbal Communication,


• Informing Others,


• Process Improvement,


• Problem Solving,


• People Skills, Teamwork,


• People Management,


• Managing Processes,


• Emphasizing Excellence


• Leadership skills


• Degree from a recognized institution

The suitable candidate MUST have past experience working in a busy call center.

Interested candidates who adequately possess the stated qualifications and skills should apply by sending their updated CV to hr@asteriskkenya.com. 

Kindly ,stating your current and expected basic salary.

Only shortlisted candidates will be contacted for interviews