Call Center Manager Job, Latest Customer Service Jobs Kenya,


VACANT: CALL CENTRE MANAGER


Our client a leading debt collection in Nairobi is seeking to hire a Call Centre Manager


Workstation: Nairobi


Job Purpose;


The ideal will candidate will lead the day to day management and supervision of all employees’ activities in line with the business objectives


Tasks and Responsibilities



  • Manage the daily running of the call centre, including effective resource planning and applying call centre strategies and operations

  • Ensure adherence of other team members to customer service standards,  policies for call center attendance, and established procedures.

  • Consistently monitor telephone etiquette of other staff members.

  • Answering questions from staff and providing guidance and feedback.

  • Continously coach and train the team (both new and old)

  • Assisting in the formulation of targets for individuals and teams.

  • Anticipate escalation and take over calls when needed.

  • Devise ways to optimize procedures and keep staff motivated.

  • Keep management informed on issues and problems arising.

  • Daily debt collection on allocated files and exceeding set monthly collection targets.

  • Tracking/monitoring daily agent output.

  • Managing the staff monthly shift rota

  • Managing the staff leave schedule

  • Preparing portfolio monthly performance reports


Skills and Qualifications



  • BSc degree in Business Management or Customer service

  • 5+ years of experience in a Call Centre with minimum of 2 years experience as Call Centre Manager

  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

  • Tech savvy with knowledge of telephone equipment and relevant computer Programs

  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills


 How To Apply


All applications should be done on or before close of business 6th February 2022 via: consult@reedsafricaconsult.com


Only shortlisted candidates will be contacted


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