Job Vacancy – Contact Centre Manager

  Duma Works wrote this on
February 25, 2019 | No Comments

Duma Works is recruiting a Contact Centre Manager for our client; a fast-growing credit financing company in Nairobi.

JOB PURPOSE

The Contact Centre Manager is tasked with the responsibility of leading a team through the effective and efficient handling of incoming and outgoing communication of the company, to ensure the team provides a consistent and exceptional customer service whilst assisting in the solving of queries and requests raised by both existing and potential customers. The Manager will assist in setting the strategic direction of the team whilst keeping in mind the business imperatives as well as internal and external contributing factors.

KEY RESPONSIBILITIES

Strategy

  • Demonstrates thought leadership and helps drive a customer-first mindset.
  • Champions the Customer Experience strategy that is aligned with and supports the overall business strategy.
  • Maintains a body of knowledge on current and emerging customer Experience best practices and processes as they apply to the contact centre.

Process

  • Demonstrates thought leadership and helps drive a customer-first mindset.
  • Champions the Customer Experience strategy that is aligned with and supports the overall business strategy.
  • Maintains a body of knowledge on current and emerging customer Experience best practices and processes as they apply to the contact centre.

People

  • Hiring, training, and preparing contact centre representatives to respond to customer queries and complaints
  • Develops and motivates team. Evaluates performance for growth opportunities and provides regular feedback.
  • Identifies training needs and organizes training interventions to meet quality standards
  • Ensures that poor performance is remedied via support, training or disciplinary action as appropriate. Liaises with Human Resources and Head of Department on all employment issues.
  • Builds a positive team culture with strong positive engagement
  • Leads and inspires a team of agents to deliver excellent levels of individual/team performance and customer satisfaction

KEY PERFORMANCE AREAS

Measurable Deliverables

  • Activation: >80% of customers approved on the Aspira app to submit their KYCs and other documents to enable due diligence
  • Conversion: >80% of customers approved by the Aspira Due Diligence team to purchase using Aspira within same month
  • Collections: <10% of customers in arrears
  • Customer loyalty: >80% customer repeat rate
  • Customer service: >98% customer responses within SLA
  • Overall Customer Satisfaction: > 80% of customers served
  • Sales campaign success rate: >80% of KPIs of respective campaigns
  • Company NPS score > company benchmark
  • Staff performance: >50% of staff as strong performers and <10% of staff as weak or poor performers
  • Staff training: min. 1 hour of training per week per staff
  • > 98% Adherence to SLAs
  • 100% compliance to policies, processes and procedures
  • Cost management: 100% as per budget and forecast
  • Manpower planning
  • Staff satisfaction and engagement > 80%

JOB REQUIREMENTS

Qualifications

  • Degree holder in management or business-related fiel

Technical Skills

  • Strong Coaching, interpersonal and communication skills
  • Committed to exceptional customer service
  • Excellent Team management, leadership and communication skills
  • Strong people-development/management skills through call listening, quality feedback, etc. to bring out the best in others and achieve maximum performance.
  • Action oriented, diligent, proactive and solution-oriented, with excellent problem-solving skills,
  • Ability to deal with demanding customers and process escalations
  • Energetic and motivating individual
  • Creative thinking and problem-solving approach
  • Results oriented
  • Ability to work under pressure and within tight deadlines
  • Multitasking with ease to handle the needs of various agents at the same time
  • Good project management skills
  • Good knowledge of forecasting and budgeting techniques
  • Proficiency in setting up and managing call centre systems:
    • Call management
    • Productivity management
  • Customer contact centre and relationship management expertise:
    • Communication skills, written and oral
    • Capability to set up communication content
    • Social media management
  • Data management
    • Data mining and analytics
    • Reporting and intelligence

Experience

  • Minimum of  5 years’ experience within a contact centre environment as a Team Leader or higher position with proven customer service experience
  • Good knowledge of finance and accounting background would be an advantage

Competencies/Behavioral Skills

Job Knowledge
  • Stay on top of current developments in field.
  • Put resources and tools to maximum use.
  • Demonstrate level of competency in the skills and knowledge as required.
  • Demonstrate clear understanding of the policies, procedures of operations and comply to and apply same appropriately.
  • Take ownership in self-development.
  • Amount of supervision to fulfill responsibilities.
  • Understanding of interrelationship between own tasks and jobs of others.
Productivity
  • Is as productive as expected in job.
  • Meet deadlines and achieve established goals.
  • Display much commitment to increase productivity.
  • Flexible working hours
  • Autonomous
Accountability and Professionalism
  • Organise and maintain work environment to allow for productivity.
  • Undertake duties as assigned and is accountable for these duties and responsibilities.
  • Accept shift in responsibilities as and when required.
  • Convey positive and professional image of department/organisation.
Communication
  • Demonstrate written/spoken communication skills.
  • Ability to comprehend new and complex methods.
  • Use effective and innovative communication methods.
  • Keep team members and others informed timely.
  • Create complex data into easily understandable reports and charts that facilitate decision making.
  • Is a skillful well prepared presenter and work to make meetings successful
Adaptability
  • Adapt to change in job and work environment.
  • Balance competing demands on time.
  • Accept criticism and feedback.
  • Adjust style of work to fit situations.
Quality
  • Display dedication and commitment to duties and responsibilities.
  • Take initiatives in improving service, processes, programs and products.
  • Ask feedback and use it to improve performance.
  • Monitor work and ensure its quality.
  • Meet standards for accuracy and completeness.
  • Look for ways to improve quality.
  • Work is thorough and timely.
Business Ethics
  • Display ethical business conduct.
  • Model good behaviour.
  • Uphold values and integrity of the organisation.
Attendance and Punctuality
  • Is on time for meetings and appointments.
  • Begin work on time and attendance record is up to expectations.
  • When absent from work, ensure that responsibilities are covered.
  • Provide adequate notice when taking time off from work.
Leadership
  • Demonstrate ability to motivate others to meet common goals.
  • Drive Employee Engagement within team.
  • Employees under supervision demonstrate competence, productivity and high morale.
  • Earn respect and trust of others through uncompromising integrity and openness.
  • Exhibit high degree of confidence in self and others.
  • Tolerate a great deal pressure and influence others to perform efficiently.
  • Establish realistic budget plans and financial accountability.
Managing Change
  • Work cooperatively with others to produce innovative solutions.
  • Take the lead in setting new business directions, policies and procedures, systems, methods and structures.
  • Seize opportunities to influence the future direction of the department or business overall.
  • Help employees to develop a clear understanding of what they will need to do differently as a result of change.
  • Establish structures and processes to plan and manage the orderly implementation of change.
Managing Performance
  • Ensure that employees have clear goals and responsibilities.
  • Work with employees to set and communicate performance standards that are specific and measurable.
  • Support employees in their effort to achieve job goals.
  • Keep track of employee’s progress and performance.
  • Deal firmly and promptly with performance problems.
  • Collaborate with HR to ensure an efficient benefit framework, learning & development plan and career plan in place.
Organisational Support
  • Lead and contribute to put in place the departmental (or wider scope) organisational policies and procedures (SOPs).
  • Demonstrate support to organisational strategies, goals and initiatives.
Talent Acquisition Management
  • Utilise TA sources available efficiently.
  • Perform analysis and forecasting of staffing needs accurately and efficiently.
  • Hiring decision results in valuable employees.
  • Exhibit good interviewing skills and techniques.
Managing People
  • Maintain full responsibility for subordinates activities.
  • Provide clear direction and gain compliance from others.
  • Make sure that subordinates are an important part of the organisational planning process.
  • Make information accessible to subordinates.
  • Provide regular performance feedback.
  • Develop subordinates skills.
Managing Involuntary Staff Turnover
  • Demonstrate a proper hiring, the right people at the right place with the right culture fit.
  • Promote employee engagement, providing social interaction and praising and rewarding work environment.
  • Collaborate with HR to regularly analyse rate of involuntary employee turnover and prepare action plans.

KEY INTERACTIONS

Key Internal Contacts
All departments
Purpose of Interaction
Work with the different stakeholders to properly manage expectations of clients
Key External Contacts
Current and potential customers
Purpose of Interaction
Provide an efficient service and memorable customer experience to the client

APPLY

To apply online click here or send your Cover Letter and detailed CV to [email protected] marking the subject as “3577”, Your Full name & Phone number e.g. 3577 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.

Deadline for receiving applications: Monday, 11 March 2019

N.B.

* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.

If you apply and don’t meet these minimum qualifications, we will not be able to move forward with your application.


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