Contact Center Manager

Applications Deadline | April 15, 2022

Contact Center Manager

Job Title Contact Center Manager
Positions Vacant: 1
Employment Status: Full Time
Location: Pension Branch
Experience level: Manager
Availability: Immediate
Closing Date: 15th April 2022

About The Role

Mwananchi Credit Limited is Kenya’s No. 1 provider of Logbook Loans and other related Secured Emergency Loans.
As Call Center Manager, you will be in charge of customers support, after-sales services, tele sales and overseeing smooth running of the call Centre and customer service.

Responsibilities

  • Manage the day to day running of the Call Center
  • Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
  • Setting call center agents target, monitoring performance, appraising them and providing timely feedback.
  • Organizing staffing, including shift patterns and the number of staff required to meet set targets
  • Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.
  • Coming up with incentives to motivate and retain Call Center staff
  • Participate in hiring of call center agents
  • Training of call center agents
  • Developing strategies to improve customer experience
  • Handling the most complex customer complaints or enquiries
  • Identify, escalate and advice management on recurring complaints

Work and Academic Qualifications

  • Bachelor’s degree/Diploma in a business related field from an accredited University/College required.
  • At least 3-5years’ experience in an busy call center environment at Supervisory level
  • Experience in closing Sales
  • Excellent written and verbal communication
  • Excellent attention to detail and Accuracy of data
  • Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels
  • Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities
  • Basic Word processing and Spreadsheet skills
  • Ability to provide effective leadership to a team
  • Ability to manage and provide feedback to all types of individuals

How to Apply

To make your application, forward your CV and cover letter to [email protected] indicating the position you are applying for as the subject line on or before 15th April 2022.

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