ICT Conglomerate Contact Centre Manager Job in Nairobi Kenya

Vacancy: Contact Centre Manager 

Category: Information & Communication Technology

Level: Manager 

Location: Nairobi (Kenya) 

Pay: Competitive 
 

Our client, a global conglomerate in the ICT industry, is looking to hire a Contact Centre Manager. 

Reports to the Group Client Service Manager, the Contact Centre Manager will be accountable for ensuring delivery of excellence at the Contact Center through effective and real-time performance management of the team. 

The primary focus for this role is to ensure that a superior customer experience is maintained with each customer interaction.
 

The Contact Centre Manager will be responsible for the planning and implementation of service strategies and operational initiatives aimed at improving quality of service provided and maximization of the performance of the Contact Centre against defined Key KPI’s.

S/He will liaise with all stakeholders in developing initiatives that will deliver service excellence and ensures that Contact Center Team Leaders and Engineers have the knowledge and skills required to provide superior customer experience.

Key Responsibilities:

• Develop and implement initiatives aimed at driving continuous performance improvement and development of all Contact Center staff members through building skills, knowledge and overall competence, ensuring personal development plans are in place and regularly reviewed.
• Delivery, productivity and achievement of quality targets at the Contact Center aimed at fostering a culture of high performance.
• Develop, deliver and evidence robust performance management practices within the Team such as a coaching culture with positive performance and behavioural results.
• Manage complex enquiries and expressions of dissatisfaction that cannot be resolved to the customers’ satisfaction at the first point of contact, preventing these from escalating into complaints.
• Produce timely and accurate management information to be cascaded to stakeholders within the deadlines set.
• Ensure workload and demand is constantly reviewed and members of staff are fully optimized to ensure delivery of SLAs and compliance through accurate forecasting and planning.
• Eliminate customer complaints through development of initiates to drive effective customer contact management by all team members and outsource partners.
• Drive process improvement through reliable root cause analysis, customer and staff feedback, leading to time bound action plans that deliver productivity, quality and cost optimization.
• Manage relationships across peers, teams, functions and business partners as required ensuring a supportive, collaborative culture is developed and maintained to aid continual improvement.
• Plan and prioritize the ever changing workload calmly and professionally to ensure all required deadlines are regularly achieved.
• Maintains professional and technical knowledge by tracking emerging trends in contact centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking  with best practices in the industry; participating in professional societies and conducting customer satisfaction surveys.

Requirements
 

The incumbent must possess the following minimum qualifications and competencies:

• Have a degree in Information Technology or Business Information Systems, Telecommunication or a related discipline.
• Have additional certification in Networking (CCNA, CCNP) and Contact Center Management.
• Have 4 – 6 years previous Supervisory, Leadership, and contact center management experience.
• Have exceptional and proven Technical Knowledge in IT & Networking Solutions/Environments.
• Having practical knowledge and skill in RF and IP - Alvarion and Motorola Equipment will be an added advantage.
• Have excellent interpersonal skills and builds rapport and trust with clients and colleagues.
• Have a proven ability to influence and negotiate.
• Have proven ability to positively lead a team through continual changes and improvement.
• Be committed, enthusiastic, positive, resourceful and resilient
• Have an understanding of how to work proactively and positively keeping in mind business operations and client needs

Remuneration: The salary for this position is competitive and negotiable dependent on experience and demonstrable contribution.

If you are interested in the position and have the skills we are looking for, we would like to hear from you. 

Please apply for this position on-line and attach a copy of your updated resume together with details of your current salary and benefit package, at www.careers.tgagroupea.com by 13th December 2014.  

The interview process for this position will however commence immediately we receive suitable applications