Customer Care Manager( Inbound)

Qualifications and Requirements

1. At least 5 years of experience as a Customer Care Agent.
   
2. Degree or Diploma in Public Relations or a Business-related field.
   
3. Fluency in both English and Swahili.
   
4. Excellent communication and collaboration skills.
   
5. High level of loyalty, professionalism, and integrity
   

Leadership& Strategy

• Provide overall leadership for the inbound customer care department.
  
• Develop and implement customer service strategies to enhance service delivery.
  
• Align call centre operations with company objectives and performance goals.
  
• Plan staffing, resource allocation, and workflow optimization.
  

Team Management

• Manage and mentor team leads and supervisors.
  
• Oversee recruitment, onboarding, and continuous training of customer care staff.
  
• Foster a high-performance culture with clear accountability.
  
• Conduct leadership and team meetings to drive communication and cohesion.
  

Performance

• Track and analyze departmental KPIs (SLAs, call response times, FCR, quality scores, etc.).
  
• Implement performance improvement plans for teams and individuals.
  
• Ensure accurate call coding, reporting, and workflow compliance.
  
• Use data insights to improve operational efficiency and service levels.
  

Customer Experience

• Monitor calls and interactions to ensure adherence to quality and service standards.
  
• Handle and resolve escalated customer issues promptly.
  
• Identify service gaps and lead initiatives to enhance customer satisfaction.
  
• Collaborate with Sales, Operations, and other teams to streamline customer processes.
  

Reporting

• Prepare weekly and monthly reports for management.
  
• Ensure compliance with company policies, procedures, and industry regulations.
  
• Maintain accurate documentation of operations and performance records.