Call Center Manager at Twiga Foods

Job purpose

Twiga is looking for a skilled Call Center Manager to set-up and supervise daily operations and personnel. You will also ensure that technology is utilized to a maximum and that the center is  well-organized and productive.

As a call center manager, you must  have excellent customer service and communication skills.

Job Responsibilities

• Develop 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 (sales rates, costs, customer service metrics etc.)
• Coach and provide training to personnel to maintain high customer service standards
• Monitor and improve farmer feedback, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, farmer reach out etc.)
• Prepare reports for different departments or upper management

Qualifications

• Degree in relevant field
• 5+ years experience
• Proven experience as Call Center Manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting procedures

Required competences:

• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Experience in call center setup will be a great advantage