Safaricom Limited Senior Manager (Contact Centre Support) Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya.

We are pleased to announce the following vacancy in the Contact Centre Support Department within the Customer Care Division

Senior Manager – Contact Centre Support

Ref: CM_SMCCS_NOV. 2014

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

Reporting to the HoD Contact Centre Support, the role holder will offer support leadership to the Operations Functions on escalated issues based on initiatives rolled out by business. 

This will involve deep-dive analysis & investigations with internal & external stakeholders to offer quality solutions within agreed timelines & also feedback to respective lines for improvements & enhancements.

The job holder’s key responsibilities will be to:

• Design escalation mechanism for internal staff & external service providers;
• Lead/perform proactive problem management and incident trending to eliminate future incidents;
• Clearance of faults from Operations team Escalated to Support;
• Feedback Product Improvement Initiatives & Proposed Solutions to product lines for enhancements;
• Drive development of knowledge base within Customer Care;
• Development and analysis of relevant management reports on various key aspects of Performance & SLA for the section;
• Develop & share SLA Adherence Dashboards showing resolution of escalated issues vis-à-vis SLA Guidelines;
• Drive engagement with stakeholders on closure of escalated/recurrent issues vis-à-vis agreed SLA;
• Drive effective, comprehensive and timely communication on new products & services to the Call Centre;
• Drive Process/System Improvement Initiatives driven by outcomes of  Issues Escalated for 2nd Level Support;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• A bachelor’s degree in business or social sciences.
• 7 to 8 years hands on work experience in a Customer service environment preferably in a customer interfacing position.
• Must have had at least 3 years of experience in a managerial role with demonstrated leadership experience preferably in customer care.
• Excellent knowledge of Safaricom products and services.
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Mentoring/coaching skills/experience.
• Must demonstrate a strong focus on the customer experience and demonstrate the ability to resolve complex issues.
• Possession of excellent leadership skills and ability to influence and drive change within customer care and the rest of the business.
• Possession of excellent report writing skills coupled with excellent presentation skills.

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Tuesday 11th Nov. 2014.

The Senior Manager Talent and Resourcing,
Safaricom Limited
Nairobi 

via E-mail to hr@safaricom.co.ke