Call Centre Manager Job in Kenya

Information Call Centre Manager

Our Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Manager to effectively achieve its strategic objectives

Role Summary:

Manage, supervise and coordinate activities of the Information / call centre

Key Tasks and Responsibilities:

• Setting and meeting performance targets for speed, efficiency and quality;
• Managing the daily running of the Call Centre;
• Liaising with other departments, managers and third parties to gather information and resolve issues;
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimize errors and track operative performance;
• Reviewing the performance of call Centre agents, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the Centre and preparing reports;
• Handle escalated and complex customer complaints or enquiries;
• Organizing staffing, including shift patterns and the number of staff required to meet demand;
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products

Skills and Competencies:

• Ability to read, analyse and interpret general business periodicals, professional journals etc.
• Ability to write reports, business correspondences
• Ability to effectively present information and respond to questions from groups of managers, clients etc.
• Quick on your feet reasoning ability
• Ability to solve practical problems and deal with a variety of concrete variables Organisational skills

Education and Experience:

• Bachelor’s degree in B Com, Marketing or equivalent required.
• Minimum of 3 years’ experience in insurance industry
• Minimum of 3 years progressive management experience
• Minimum of 3 years’ experience in data extraction, report formulation, interpretation and analysis
• Strong written and verbal communication skills including presentation skills.

How to Apply:

If you are qualified and up to the challenge, please apply via www.altimaafrica.com/career.php

Deadline for application is Friday 27th April, 2012.

Please note that only qualified candidates will be contacted.