We are pleased to announce the following vacancy within Call Centre Division. In keeping with our current business needs, we are looking for people who meet the criteria indicated below:
Call Centre Team Manager
Ref: CM-MAR- 10- CCTM
Reporting to the Call Centre Manager, the profile for the position is detailed below:
Key Responsibilities
Call Centre Team Manager
Ref: CM-MAR- 10- CCTM
Reporting to the Call Centre Manager, the profile for the position is detailed below:
Key Responsibilities
- Monitor and ensure availability of resources assigned to ensure quality delivery of service as per CM standards.
- Ensure all the CCR have the necessary tools / information required to execute the role.
- Manage the staff shift swapping to ensure it does not affect the Quality of Service delivered.
- Investigate performance enablers of each CCR related to delivery of Quality of Service. Provide coaching to each CCR in relation to their identified area of development.
- Plot Quality scores for all team members on a monthly graph based on report/analysis received from the Quality Assessors.
- Manage disciplinary issues where coaching and training have failed to achieve the desired improvement in performance.
- Provide service improvement recommendations to each CCR and demonstrate continuous improvement in performance scores.
- Review the set performance targets for each team member monthly to ensure we consistently maintain high standards.
- Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance.
- Enable staff achieve their overall performance targets through training and development, mentoring, scheduling of & implementing training interventions.
- Ensure Intranet is utilized effectively as a business tool by identifying any inaccuracies and communicating location of information to CCR’s, leading to provision of high quality of service
Minimum requirements
- Degree in a business discipline or Social Sciences.
- 6 years total working experience in a customer service environment of which 4 yrs must have been in Safaricom.
- Excellent knowledge of Safaricom products and services.
- Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
- Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
- Excellent interpersonal skills.
- Excellent Training skills.
- Problem solving and decision-making skills.
- Must have good leadership skills coupled with hands on experience in mentoring/coaching staff.
- Hands on experience in Microsoft Office Applications
The Senior Manager – Talent Acquisition,
Safaricom Limited.
Via email to: internalapplications @ safaricom.co.ke
