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Call Center Manager

4G Capital
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 4 days left to apply for this job.

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Job Summary

This job’s purpose is to supervise daily operations and personnel aiming for maximum efficiency and ensure that technology is utilized to a maximum and that staff are well- organized and productive to achieve the company vision & mission.An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.

Responsibilities

  • Manage and ensure that objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (collection rates, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Coach and provide mentorship to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required languages: English (Spoken: fluent | Written: fluent)
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