Wednesday, April 25, 2012

Information Call Centre Manager Job in Kenya


A leading Insurance company in the region, seeks to recruit an Information Call Centre Manager to effectively achieve its strategic objectives

Role Summary:

Manage, supervise and coordinate activities of the Information / call centre

Key Tasks and Responsibilities:
  • Setting and meeting performance targets for speed, efficiency and quality;
  • Managing the daily running of the Call Centre;
  • Liaising with other departments, managers and third parties to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimize errors and track operative performance;
  • Reviewing the performance of call Centre agents, identifying training needs and planning training sessions;
  • Recording statistics, user rates and the performance levels of the Centre and preparing reports;
  • Handle escalated and complex customer complaints or enquiries;
  • Organizing staffing, including shift patterns and the number of staff required to meet demand;
  • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
Skills and Competencies:
  • Ability to read, analyse and interpret general business periodicals, professional journals etc.
  • Ability to write reports, business correspondences
  • Ability to effectively present information and respond to questions from groups of managers, clients etc.
  • Quick on your feet reasoning ability
  • Ability to solve practical problems and deal with a variety of concrete variables Organisational skills
Education and Experience:
  • Bachelor’s degree in B Com, Marketing or equivalent required.
  • Minimum of 3 years’ experience in insurance industry
  • Minimum of 3 years progressive management experience
  • Minimum of 3 years’ experience in data extraction, report formulation, interpretation and analysis
  • Strong written and verbal communication skills including presentation skills.
How to Apply:

If you are qualified and up to the challenge, please send application to kenyanrecruiter@gmail.com, indicating on the subject line the role title.

Deadline for application is Tuesday 15th May, 2012.

Please note that only qualified candidates will be contacted.