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Calltronix Kenya Limited
Finance & FinTech
Description
Requirements
Education
- Bachelor's degree in Information Systems, Business Administration, or related field
Experience
- Minimum 2 years in a supervisory/managerial role within a contact centre
Skills
- Strong leadership, communication, analytical, and problem-solving abilities
- Proficiency in computer applications
- Hands-on management style
- Knowledge of contact centre best practices
Responsibilities
Operational Excellence
- Manage daily team operations and communicate campaign requirements
- Coordinate with Workforce Management on scheduling
- Ensure KPIs and quality standards are met
- Drive process improvements and oversee effective escalations
People Management
- Monitor team performance and provide coaching and feedback
- Motivate the team and administer performance reviews
- Support career development to maintain a high-performing, engaged workforce
Reporting & Collaboration
- Deliver statistical reports to management
- Support staffing and training initiatives
- Uphold workplace health and safety policies
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