Reporting to the Business Development Manager Manage a team of call center agents.Be available to affect the entirety of the team's operations.Manage by walking around. Be visible to answer questions.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackMeet at least once each week with your team. At a minimum, review the following topics:Perform at least one monitoring evaluation with each agent every two weeksKeep track of attendance, daily statistics, paid time off, sick time, etc.Present to the Business Development Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.Present to the Business Development Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.Recruit new staff and schedule existing staff to meet service level objectives.Administer training programs for new hires and existing staff.Establish monthly meetings with other departments to review call center operations.Perform market research.Advise on pricing strategies.Gather statistical data on competitors.Examine prices, methods of marketing, and sales.Analyze data on past sales to predict future sales.Obtain data to design surveys and assess consumer preferences.Devise focus group discussions, mail responses, and set up booths at public places.Conduct surveys.Make recommendations to client or employer.Provide companies with vital information to help them make decisions on the promotion, distribution, and design of products or services.Increase public demand for products.Determine whether companies should add new lines of merchandise.Open new branches.Help develop advertising brochures, sales plans, and product promotions.Develop rebates, giveaways, and other incentives.Gather information to help make fiscal or policy decisions, measure the effectiveness of those decisions, and improve customer satisfaction. Conduct opinion research to determine public attitudes on a variety of issues.Design surveys in many different formatsEmail application to:  n.mbugua@lifecareinternational.com

Adafrique software solutions is a fast growing ICT company offering a wide range of ICT software solutions and services key among them Bitdefender range of antivirus solutions.

We are looking for ICT Graduates (BSC IT/BBIT/ Computer Science) with a years experience or more to work with us on s short term contacts.

Send your application to jobsadafrique@gmail.com.

Job Ref. MN 4751

Our client, Virgin Atlantic Cargo wishes to recruit a Cargo Contact Centre Advisor, who will be reporting to the Cargo Sales Manager.

Job Profile

The contact Centre Advisor will be the first line of contact for Virgin Atlantic Cargo and will be responsible for the retention and growth of profitable revenues.To develop and manage trade relations in line with the business strategies of Virgin Atlantic Cargo.Minimum 3 years experience in an air cargo environment, with a broad knowledge of the cargo airline industry.Outstanding customer service skills that can adapt to all forms of communication.Ability to demonstrate a track record of sales and call centre experience.Outstanding communication and negotiation skills.Send your application and CV with details of your current gross monthly salary and benefits.

Applications should reach us before 12 Noon, 12th September 2011.

Executive Selection Division,
Manpower Services (K) Ltd,
3rd Floor, Landmark Plaza,
Directly Opp. Nairobi Hospital Entrance,
P.O. Box 50736-00200, Nairobi.

Email: recruit@manpowerkenya.com.

Visit www.kenyan-jobs.com for many more jobs in Kenya

Position: Trainer

Reporting to: Head of Human Resources

Supervises: None

Position Summary:

The Trainer will be responsible for the preparation, facilitation and assessment of learning and development programmes, with the aim of facilitating the acquisition or improvement of job related skills and competencies.

This will involve participating in the entire learning and development cycle – from needs analysis; programme design; delivery and post-delivery evaluation.

Duties and Responsibilities:

The incumbent will be responsible for the following areas:

Analyse training needs in consultation with relevant stakeholdersDesign and implement appropriate programmes taking into consideration the desired outcome.Produce training material for the programmes.Represent and deliver learning and development initiatives in line with HR strategy and policiesMonitor and analyse Return on Investment (ROI) on learning and development activitiesAssess, implement and continuously evaluate training methodologiesDevelop learning and development reports for statistical and routine decision making purposes.Prepare weekly, monthly and consolidated annual training reports.Maintain relationships within the industry and tertiary education institutions to ensure learning and development within Horizon Contact Centers is in line with local and global trends.A Bachelor’s degree - holders of a Bachelor’s degree in Education will have an added advantageTraining certification is desirableExperience in designing training evaluation documentation is a pre-requisiteKnowledge of appropriate training methodologies for adult learnersAt least 3 years relevant experience - Contact Center industry experience will provide an added advantageExcellent knowledge of Microsoft OfficeExcellent command of the English Language, with a clear accentExperience in content development and curriculum designThorough understanding of Outcome Based LearningKey competencies and attributes:
Passionate about learning and developmentAbility to maintain confidentiality of informationAbility to provide constructive feedback to mature audienceExcellent presentation, facilitation and time management skillsExcellent organizational and coaching skillsAttention to detail, good numerical skillsProactive and responsive to business needs
Visit http://www.kenyan-jobs.com/ for many more jobs in Kenya

Horizon Contact Centers Sales Jobs In Kenya.
Horizon Contact Centers is East and Central Africa’s first state-of-the-art and fully on demand international contact center and Business Process Outsourcing facility. Our facility is over 40,000 sq ft in a modern; well equipped and aesthetically designed work environment - 5,000 sq ft of this is dedicated to human resources department which includes recruitment and training to ensure continuous skills development of our best in class workforce.

Do you want to work for the leading Contact Center and BPO Company in East Africa? Are you focused and goal oriented with zeal to excel?

As an exceptional sales professional, using the telephone as your main method of communication, you will perform a function that very few people could do well. In return, we will reward you with exceptional incentives with a potential to earn Ksh 50,000+ pm, depending on performance

Tertiary Education, at least a diploma
1 year’s sales experience with a proven track record of consistently delivering results
Applicants with experience having worked in contact centers, with a special emphasis to the United States are encouraged to apply.
Applicants must be willing to night shifts and on public holidays Key competencies and AttributesExcellent command of the English language, with neutral accent is a must
Good computer literacy skills
Friendly & professional telephone manner
Excellent objection handling skills
Excellent interpersonal & communication skills
Team player
Passionate about sales
Self Motivated
Good listener
Results driven

We are an equal opportunity employer offering an attractive renumeration package. Only applicants who are shortlisted for this position will be contacted.

To apply, log on to www.horizoncontactcenters.com/careers. Only candidates who have successful applied on this link will be considered. Closing date is Friday, 29th July 2011. Only candidates who meet the above requirements need apply.

Horizon Contact Centers is a fast growing BPO Company in the region, with over 300 staff and state-of-the-art facilities. We have multiple clients both locally and internationally.

We are looking for driven, enthusiastic, confident, persistent, friendly, self motivated and focused telesales agents for a large client in the US market. As a goal oriented telesales agent, you will have a zealous passion to excel.

As an exceptional sales professional, using the telephone as your main method of communication, you will perform a function that very few people can do well.

You will be working to deliver results for a progressive American client that is targeting a niche market for their services with huge growth opportunities. You will be a part of the journey as we move to make Kenya a BPO destination hub.

In return, we will reward you with exceptional sales oriented incentives where your earning power is driven by your ability to meet targets.

Qualifications and Experience

* Tertiary Education, at least a diploma
* 1 year’s outbound telesales experience with a proven track record of consistently delivering results, preferably for the UK and US market product and services.
* Individuals, preferably, with 1 year of US or UK sales experience are encouraged to apply.
* Applicants must be willing to work night shifts and on public holidays

Key competencies and Attributes

* Self Motivated
* Excellent interpersonal, communication & rapport building skills
* Excellent listener
* Friendly & professional telephone manner
* Excellent objection handling skills
* Results driven
* Excellent command of the English language, with neutral accent is a must
* Good computer literacy skills
* Team player who is passionate about sales

We offer flexible shifts and workdays for individuals that seek either a permanent or part-time opportunity within the industry

To apply, log on to www.horizoncontactcenters.com/careers.

Closing date is Wednesday, 15th June 2011.

Only candidates who meet the above requirements need apply.

Horizon Contact Centers is an equal opportunity employer.

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Human Resource Job Summary

The Human Resources Manager will guide and manage the overall provision of Human Resources services, Recruitment and Training in our Kenya office.

HR Job Key Performance Areas
Responsible for and manages recruitment and staff optimization.
Responsible for and manages employee orientation, development, and training.
Ensures performance management is undertaken for all staff in Kenya.
Leads competitive market research to establish pay practices and pay bands that help to recruit and retain staff.
Oversees Kenyan  legislative and statutory compliance relating to employment matters.
Formulates and recommends Human Resources policies and objectives for the company.
Ensures employment relations matters are handled appropriately.
Manages employee communication and feedback.
Formulates and administers compensation and benefits in Kenya.
Oversees employee safety, welfare, wellness and health.
Coordinates Corporate Social Responsibility activities in Nairobi Kenya.
Handles employee counseling and dispute resolution.

Human Resource  Job Requirements

Minimum of a Bachelor’s degree or equivalent in Human Resources from a Kenyan university, Business, Organization Development.
Minimum 8years of progressive leadership experience in Human Resources positions. (International exposure)
Specialized training in employment law, compensation, organizational planning, organization development, employee relations, safety, training, and labour relations.
Active affiliation with appropriate Human Resources networks and organizations and ongoing community involvement in Kenya, preferred

Job Closing date:- 21st May 2011

Application procedure:-

To apply for this job, please log on to www.horizoncontactcenters.com

Related posts:

Horizon Contact Center HR manager Job kenyaHorizon Contact Center Finance Manager Job KenyaHuman Resource Manager Job. Salary K’sh 350,000.Monday Job Advice. HR Is Not Your Freind.

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Position Summary

The Human Resources Manager will guide and manage the overall provision of Human Resources services, Recruitment and Training.

Key Performance Areas

Responsible for and manages recruitment and staff optimization.Responsible for and manages employee orientation, development, and training.Ensures performance management is undertaken for all staff.Leads competitive market research to establish pay practices and pay bands that help to recruit and retain staff.Oversees legislative and statutory compliance relating to employment matters.Formulates and recommends Human Resources policies and objectives for the company.Ensures employment relations matters are handled appropriately.Manages employee communication and feedback.Formulates and administers compensation and benefits. Oversees employee safety, welfare, wellness and health. Coordinates Corporate Social Responsibility activities.Handles employee counseling and dispute resolution. Minimum of a Bachelor's degree or equivalent in Human Resources, Business, Organization Development. Minimum 8years of progressive leadership experience in Human Resources positions. (International exposure) Specialized training in employment law, compensation, organizational planning, organization development, employee relations, safety, training, and labour relations. Active affiliation with appropriate Human Resources networks and organizations and ongoing community involvement, preferredClosing date:- 21st May 2011

Application procedure:-

To apply for this position, please log on to http://www.horizoncontactcenters.com/

Please quote kenyanjobs.blogspot.com as the source of the job advert

Position Summary:

The Account Supervisor serves as the primary business contact for the client and is responsible for driving performance and ensuring client satisfaction.

The incumbent is expected to consistently provide excellent leadership to the team on the Outbound Voice services being offered, as well as represent client needs and goals within the organization to ensure the highest level of sales performance and agent behavior is in line with set targets and KPIs.

In addition, the Account Supervisor should build relationships with clients to encourage new and repeat business opportunities on the projects assigned.

Duties and Responsibilities:

Responsible for all client communications, conflict resolution and compliance on client deliverables and revenue. Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure performance targets, quality standards and client expectations are met. Ensures that client issues are dealt with in an efficient manner, informing the Business Leader – Transitions, Operations, Training, IT and Quality Assurance or Chief Executive Officer of any problems that may arise. Works closely with the project team in order to maintain a continuous knowledge of project in order to identify potential issues and/or opportunities within or related to the project. Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable. Aware and in pursuit of opportunities for account growth and new business, involving the Account Senior Management teamCommunicates the client's goals and represent the client's interests to the team. Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations. Reports to the senior management, providing regular input on all account activity, including status and reports on a daily and weekly basis. Have hands on approach on engaging agents as a primary objective.Work with HR to ensure that the correct incentives are put in placeEnsure that all pre and post shifts are executed with your presence thereEnsure that real time reporting is established and adhered toEnsure that client work ethic is instilled into all concerned flawlesslyEnsure zero tolerance to non adherence to schedule by the team.A Bachelor’s degree Good command of the English language with above neutral, crisp accent Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.Experience in Outbound Sales at supervisory / Management level to the UK is an added advantage.Minimum 4 years of outbound sales experience in a Call Center environment working in a supervisory or management role Good understanding of Performance Management Programmes Previous experience in leading sales teams – A MUSTGood listening skills and Outstanding Interpersonal SkillsInternational exposure/ experience will be an added advantage.Key competencies and attributes:
Strong personality and selling skillsProven Account supervisory skills required in order to create, maintain and enhance customer relationships Must be able to work evenings and grave yard shifts. Extremely detail oriented Motivated, goal oriented, persistent and a skilled negotiator High level of initiative and work well in a team environment Excellent written and oral communication skills Handles stressful situations and deadline pressures well Ability to resolve complaints on an escalated level. Plans and carries out responsibilities with minimal direction Excellent management, organizational and time management skills required.People management skills Ability to interact at all levels within the company ( agent, supervisor and senior management)Have an open minded and flexible approach

We are pleased to announce the following vacancy in the IT Infrastructure Services Department within the Information Technology Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

Contact Center Administrators Ref: IT_CCA_OCTOBER_2010

Reporting to the Principal Network Administrator; the job holder will provide systems administration, software and hardware support, system configuration, system monitoring, performance tuning, skills transfer and customer management of Linux and Windows based servers, plus telephony systems hosted within the contact centre.

Key Responsibilities
* Administer, configure and troubleshoot servers based on Linux, Microsoft Windows and HP -UX;
* Analyze and trouble shoot voice routing on the IP contact centre platform;
* Liaise with users, hardware and software vendors and internal systems owners to fine tune systems hardware and software for all systems;
* Conduct backup tests of disk and data recovery solutions on all business systems and prompt restoration of lost data for the business;
* Conduct maintenance of systems documentation and procedures;
* Perform technical support for assigned company initiatives and projects and participate in feasibility studies and testing for new IT infrastructure components;

Minimum requirements
* Degree in Computer Science or equivalent;
* Knowledge of TCP/IP networking and strong Linux/Unix skills including certification;
* 4 years experience as Systems administrator, Network administrator/analyst in a multifaceted business environment with integrated/mixed windows and major Linux/UNIX server environment ;
* System Administration Techniques – understanding OS Performance , Microsoft, Linux and Unix enterprise hardware and storage;
* Network Administration Techniques – understand data and voice technologies like VOIP, SIP, call control, IP telephony, call centre;
* Knowledge in SAN and NAS is desirable;
* Highly developed analytical thinking skills;

If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below.

The deadline for application is Friday 29th October 2010.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi

Via E-mail to: hr@safaricom.co.ke

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We are pleased to announce the following vacancy in the IT Infrastructure Services Department within the Information Technology Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

Contact Center Administrators
Ref: IT_CCA_OCTOBER_2010

Reporting to the Principal Network Administrator; the job holder will provide systems administration, software and hardware support, system configuration, system monitoring, performance tuning, skills transfer and customer management of Linux and Windows based servers, plus telephony systems hosted within the contact centre.

Key Responsibilities

Administer, configure and troubleshoot servers based on Linux, Microsoft Windows and HP -UX;Analyze and trouble shoot voice routing on the IP contact centre platform;Liaise with users, hardware and software vendors and internal systems owners to fine tune systems hardware and software for all systems;Conduct backup tests of disk and data recovery solutions on all business systems and prompt restoration of lost data for the business;Conduct maintenance of systems documentation and procedures;Perform technical support for assigned company initiatives and projects and participate in feasibility studies and testing for new IT infrastructure components;Degree in Computer Science or equivalent;Knowledge of TCP/IP networking and strong Linux/Unix skills including certification;4 years experience as Systems administrator, Network administrator/analyst in a multifaceted business environment with integrated/mixed windows and major Linux/UNIX server environment ;System Administration Techniques – understanding OS Performance , Microsoft, Linux and Unix enterprise hardware and storage;Network Administration Techniques – understand data and voice technologies like VOIP, SIP, call control, IP telephony, call centre;Knowledge in SAN and NAS is desirable;Highly developed analytical thinking skills;If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below.

The deadline for application is Friday 29th October 2010.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi

Via E-mail to: hr@safaricom.co.ke

For a more comprehensive collection of jobs in Kenya, visit our new Kenyan Jobs Website http://www.kenyan-jobs.com/