Quick Data BPO Ltd is a newly incorporated company in Kenya, and one of our key drivers to success is to create deep and genuine relationships with our Employees, Clients, suppliers and the community.
We are looking for dynamic individuals with proven track record of achievement, and who are ready to take up new and exciting challenges in the Business Process Outsourcing Industry.
We are seeking to fill the following positions:
OPERATIONS MANAGER
Role
• Manage and motivate team members
• Providing performance analysis as required to the Senior Management team, focusing on Service level results
• Plan, forecast and report on the outsourced process performance as required; providing status and performance reports to agreed deadlines; providing client reports to agreed SLA’s.
• Working closely with the Senior Management team, and direct reports to develop a continuous improvement ethos which focuses on improving procedures, efficiency, and quality
• Build positive relationships with suppliers and clients to promote ongoing business relationship.
• Demonstrate the organizations core vision and values by leading by example.
• Have the ability to liaise competently with Directors and Blue Chip Clients.
• Develop and foster a strong team based working relationship with the client and the operation
• Ensure client and employee satisfaction and maintains quality of service and a healthy profit from the work.
• Control of operational processes
• Ensure quality and productivity targets are achieved
• Develop Succession plan for key roles within the department
• Work with the account management team to ensure that client relationships are developed
Knowledge and Experience
• Contact centre management experience
• Inbound and Outbound Experience required
• Back Office or second line support, dealing with administration work-streams and fulfillment
• Managing multiple channel contacts and work-streams
• Change Management
• Strong People Management skills
• First rate Customer Service skills
• Experience of working in a company from scratch.
TRAINING MANAGER
Role
• Identify training and development needs within the organization through job analysis, appraisal schemes and regular consultation with business managers
• Design and develop training programmes and strategies
• Consider the costs of planned programmes ensuring department keeps within budgetary constraints: Assessing the return on investment of any training or development programme
• Manage the delivery of training and development programmes
• Assisting line managers to solve specific training problems, either on a one-to-one basis or in groups
• Supervise the work of the trainers
• Keeping up to date with developments in training by reading relevant journals, attending relevant courses and meetings
• Ensure a clear understanding and an ongoing awareness of e-learning techniques
Knowledge and Experience
• Experience in delivering call centre training courses
• Excellent verbal/written communication skills
• Aware of best practice in training & development
• Excellent people management & organizational skills
• Experience in leading and developing staff as well as managing stakeholders
• Excellent presentation skills
• Problem solving ability
HR and Administration Coordinator
Role
- Prepare monthly headcount report for the organization and update the organ gram accordingly
- Coordinate interview activities i.e. advertising, short listing and sitting in the interview
- Developing standardized job descriptions and contracts.
- Ensuring quality and transparent recruitment processes;
- Ensuring that all new staff are efficiently inducted
- Maintaining all necessary human resource records.(contracts, performance forms, Leave records, personnel files etc)
- Providing oversight to the performance management system and advising on developments as necessary.
- Staff Welfare programs
- Managing support staff (reception, guards and cleaning staff).
- Ensuring all office utilities and infrastructures are appropriate, safe and functioning. (electric, gas, security, premises upkeep, health and safety, internet, telephones, fax, photocopiers etc)
- Ensuring all necessary office resources are stocked and managed. (stationary etc)
Essential Skills and Experience
- At least 3 years of relevant senior level experience in managing offices, staff, HR and administration.
- Excellent communication skills, personable, calm and good sense of humour
- Proven commitment to accountable practices.
- Diploma in HR
- Proven ability manage large and varied workloads, and deal constructively with stress
System Administrator
Role
- Ensure availability and reliability of the ICT infrastructure, applications and connectivity
- Provides first line support , advice and solutions to ICT users in relation to application, data and business process issue, ensuring all issues are resolved in a timely manner
- Provide solutions to “It worked so far, now it does not” type of problems;
- Monitoring the performance and utilization of computer systems and configuring them for optimum and option performance;
- Ensure that all software applications installed software are duly licensed;
- Install relevant application & system upgrades;
- Manage, back up and secure company’s systems data in line with the company IT security and data policy and guidelines;
- Offer first-line hardware and software (localized, group and general applications) support.
- Maintain information and communication systems integrity through proper data administration.
- Coordinate services provision with different IT related suppliers/vendors
- Maintain agreed levels of service provision and service levels
- Provide ICT support to delivering program outputs
- Facilitate information management and usage
- Increase user ICT proficiency through the transfer of skills to staff
Qualifications and Experience
- University degrees in IT or IT related field
- Two to Three years experience
- Self starter, drive, good sense of initiative
- Results oriented, good team player
- Analytical with good problem solving skills
- Proactive
TEAM LEADER
Role
• Motivate teams of fundraisers to deliver excellent results for our clients
• Monitor Key Performance Indicators
• Maximize logged-on time of agents
• Coaching and development of agents
• Daily reporting back to Call Centre Manager and account teams
• Use and analyze management reports
• Spend time calling on campaigns where necessary or beneficial
Knowledge and experience
• Experience of managing a team within a Call Centre
• Experience of working to agreed targets
• Analysis of management reports
• Ability to write coherent and clear reports
• Ability to motivate and develop staff
• Very enthusiastic and positive attitude
• Determined and resilient attitude
• Experience being driven by personal/team goals
Applicants will ideally have:
• Coaching and development experience
• Experience of sales
• Knowledge of call centre environment
CALL CENTRE AGENT
Role
- Handling and resolving customer queries on phone in a dynamic call centre
- Order entry and sales from inbound calls
- Handling customer response through email, text, web chat
- Provide excellent customer service
Essential Skills and Experience
- Target driven
- Excellent telephone manner.
- Attention to detail and the ability to work in a team.
- Experience working in a sales environment
- Ability to work in a targeted environment
If you feel you are up to the challenge and posses the necessary qualifications 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 to the address below;
Deadline for applications is 5th March 2009.
