Safaricom Jobs: Head of Department – Call Center Operations

We are pleased to announce the following vacancy in the Safaricom Business Technical department within the Technical Division.

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

Head of Department – Call Center Operations
Ref: CM - HOD (CCO) - JUN10

Reporting to the Chief Customer Care Officer, the job holder will provide leadership to the Customer Care division through, product and service integration, project management, communication, management and staff development.

In addition the job holder will be required to realize Safaricom’s commitment to service excellence through management of the Safaricom Call Center service delivery channel.

The job holder’s key responsibilities will be to:

• Define and align the business unit goals and objectives against the Call Centre strategic initiatives;
• Ensure that the Call Centre service strategy constantly anticipates changing customer expectations and adapts the service delivery channel to address changing needs;
• Provide leadership to the management team in the implementation of practical operational plans with the aim of achieving optimal balance between the use of technology and people management;
• Ensure that performance targets are set for the team by defining performance indicators and objectives for the staff and developing the skill base of the staff assigned;
• Continuously ensure that Call Centre staff are motivated to perform at required standards;
• Drive the Call Center to deliver the set Customer Delight Index;
• Manage the operational expenditure of the assigned Call Center function;
• Develop processes and procedures to provide performance tools to staff;
• Customize the processes & procedures for new products and services introduced to the business to suit the Call Center needs within the project timeframes;
• Manage the customization and documentation of business processes to the Call Center staff to deliver services expected of them.

The ideal candidate should possess the following skills and competencies:

• Honors Business Degree holder from a recognized university;
• 5+ years hands on experience working within a Call Centre function in environment for a blue chip company; 3 years of which must be at management level;
• Working experience in the implementation of new products and services within a service oriented environment;
• Ability to supervise a highly talented and skilled group of specialists/generalists;
• Holistic, innovative and creative approach to addressing business challenges, with the ability to understand and adapt quickly to changing customer expectations;
• Energetic and hands-on individual, with the ability to prioritize conflicting business demands with a bias towards action and resolving issues quickly;
• High analytical and problem solving skills;
• Resilience to cope with the pressures of working in a fast paced, dynamic, and rapidly changing service environment;
• Excellent communication skills with exceptional interpersonal and relationship management skills.

If you are up to the challenge and possess the necessary qualification and experience, please send your resume and application letter to the email address below, indicating why you are the most suitable candidate for the role. Clearly quote the job title and Reference Number.

All applications must be received on or before Friday 2nd July 2010.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi

Via E-mail to: hr@safaricom.co.ke

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