Call Center Job in Kenya

Sheer Logic Management
Consultants is seeking to engage a dynamic individual forCall Center Manager position for one of our clients.

Salary:  80k

Job Purpose

• The Manager is responsible for the daily running and
  management of the Contact Centre through the effective use of resources,
  with responsibility for meeting, and setting, Contact Centre targets and
  planning areas of improvement or development;


• The Manager has an appreciation of call/contact
  management practices and ability to make/contribute towards effective
  decisions concerning customer priority, performance service standards and
  call routing;


• To drive coaching, training, motivating and staff
  retention;


• To implement all re-engineering and process changes
  in the Contact Centre;


• Manage Relationships from the Client and staff
  perspective;


• Be available to the Contact Centre executives by
  being on the Call Centre floor for approximately 80% of the day;


• Achieve and surpass performance targets of 85%
  Service Level.


• Maintain minimum of 90% staff retention;


• Setting and meeting performance targets for speed,
  efficiency and quality across all Contact Centre matrices;


• Continuously liaise with the business units for
  which the call center supports;


• Co-ordinate staff recruitment and motivate call
  Centre staff;


• Managing the daily running of the call Centre;
  liaising with supervisors & team leaders to gather information and
  resolve issues;


• Maintaining an up-to-date knowledge of industry
  developments, planning and managing change;


• Reviewing the performance of staff, identifying
  staff training needs and planning training sessions;


• Workforce Planning, including shift scheduling;


• Coaching, motivating, developing and retaining
  staff;


• Handling the most complex customer complaints or
  enquiries; and


• Analyzing performance statistics and making
  decisions on the basis of these statistics.

Telesales Responsibilities:

• Meeting with sales managers to discuss Telesales
  strategies.


• Training junior Telesales staff.


• Writing sales scripts and customer answer sheets.


• Implementing sales strategies.


• Managing the Telesales team and assisting junior
  staff.


• Monitoring the performance of the sales team.


• Setting weekly and monthly sales targets.


• Maintaining customer relationships.


• Handling escalated customer complaints.


• Compiling and presenting sales reports.

Qualification

• At least a first degree from a recognized
  University.


• Be good at Networking.


• Be aware of the customer segmentation.


• Have training and presentation skills.


• Be a Team Player with good leadership skills.


• Have good interpersonal communication and PR
  skills.


• Fluency in spoken and written English and
  Kiswahili.


• Basic computer skills, Microsoft Office is
  mandatory


• Strong customer service orientation/management


• Strong interpersonal and communication and
  leadership skills


• Self-driven and highly energetic


• Sound knowledge of product and operational
  procedures

How to Apply

Send your updated CV
to recruitment@sheerlogicltd.com by 14^th August
2020.
Indicate the job title.

Only shortlisted candidates
shall be invited