Assistant Head of Call Center at Cars45

Cars45 is a popular and trusted car-selling platform in Kenya. We work so that people can buy inspected vehicles hassle-free, even if they know little or nothing at all about cars. Our team makes it easy for anyone to sell their vehicle by handling the entire sale process and ensuring they get paid instantly. Moreover, we offer detailed inspection reports with 200+ parameters, documentation checks, concierge service, and car loans, amongst other benefits.

Recently we won the “Motor Vehicle Dealer of the Year” in the Global Top Digitally Fit Awards. We strive to achieve even more, and that’s why we’re looking for ambitious professionals interested in making an impact on how car deals are made in Kenya.

We are looking for a suitable candidate who will join us as an ASSISTANT HEAD OF CALL CENTER who understands how to manage day-to-day operations by providing support and assistance in a variety of areas, including training, scheduling, coaching, and more.

RESPONSIBILITIES

The following are the duties you will be responsible for:

• Assist the Head of the Call Center to manage the day-to-day performance of the

Contact Centre Operations to deliver the best in service, meeting or exceeding all KPIs

• Assist in the training of all call center representatives to ensure all representatives have the correct product knowledge at all times


• Together with Call Center Head, establish goals for the call center representatives to follow and achieve daily, weekly, and monthly targets


• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction


• Assist the Head of the Call Center to come up with motivational strategies and rewards to improve and sustain the morale of the call center to ensure that staff members are achieving the desired results


• Be readily available to answer call center executives’ questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by the call center executives


• Taking on other tasks or projects to support employees, other managers, and call center operations upon request

REQUIREMENTS

We believe that you will succeed better if you possess the following:

• Bachelor’s degree in business, communications, or related field


• Have at least 1 year experience as an Assistant head of Call Center or Team Lead


• Proven ability to manage the team to achieve desired results


• Excellent communication, interpersonal, and leadership skills Ability to work well under pressure and meet deadlines

BENEFITS

We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s obvious that for efficient work you need to stay in favorable working conditions.

That’s why we offer you the following benefits:

• Compensation – Competitive salary plus bonus on targets


• Transport to and from work daily


• Employee Engagement Activities – Monthly TGIFs, Annual Team Building and amazing End of Year Parties


• Working Environment – Modern office, serene outdoors, no dress code, thematic Fridays for culture appreciation

• Personal Development – Team comprising of young brilliant minds, an environment that encourages and welcomes ideas, creativity, and innovation

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