Call Centre Manager

Our client, a leading Micro-Finance Company based in Nairobi that offers personal loan to permanently employed Civil servants is seeking to recruit a Call Centre Manager who will be responsible for the development, management and growth of Call centre. The successful candidate MUST have 5 years management experience within a Call centre.

Key Responsibilities:

• Organizing business and team activities to ensure that the short and medium term agreed operational targets are met
• Ensuring that monthly sales targets for all call centers are set on time and communicated to all agents
• Monitoring the results of all call centers on daily basis
• Ensuring timely daily activations on all deals
• Ensuring that all declined deals are reviewed before clients are notified
• Reviewing and re-designing the process workflows to support business growth
• Ensuring quality on all deals processed in line with the credit policy
• Ensuring  that all fraud or suspected fraud cases are managed according to company policies
• Ensuring that all complaints and queries are managed and resolved effectively and efficiently
• Ensuring suitable and trained staff on Call Center platform and customer care related skills
• Reviewing monthly arrears and proactively follow up with the findings to ensure maximum collections in line with targets
• Enhancing customer satisfaction, mitigate risks and reducing operational errors within all call centers
• Providing quality assurance reviews and monitoring adherence to the call center policies and processes
• Ensuring that daily and monthly reports are prepared accurately and timely for Call Centers

Qualifications:

• A Bachelors’ Degree is a relevant field.
• Must have excellent knowledge of IT systems including call center solutions.
• Must have experience in running an Avaya Call Centre.
• Must have 5 years Management experience within a Call Center.
• Must have relevant experience working in the banking, telecommunication and Micro-finance industry.

Monthly gross salary: Ksh. 140,000 - 180,000/= (Approx. 1,400 – 1,800 USD)

Deadline: 15th September 2016     
     
Applications:

To apply, please follow the link:  http://bit.ly/2bvjmYY 

We endeavour to make contact with all of our applicants, but unfortunately high volumes of applications make this unrealistic. If you do not hear from us within two weeks your application has not been successful on this occasion. This does not mean you will not be considered for future roles so please keep an eye on our job board and apply for positions that match your skills and experience. 

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Categories: BANKING, CALL CENTRE OPERATORS, CUSTOMER SERVICE