Assistant Head of Call Center at Jiji Kenya

RESPONSIBILITIES

The following are duties you will be responsible for:

• Assist Head of Call Center to manage the day to day performance of the Contact Centre Operations to deliver the best in service, meeting or exceeding all KPIs
• Assist in the training of all call center representatives to ensure all representatives have the correct product knowledge at all times
• Together with Call Center Head, establish goals for the call center representatives to follow and achieve daily, weekly and monthly targets
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Assist Head of Call Center to come up with motivational strategies and rewards to improve and sustain morale of the call center to ensure that staff members are achieving the desired results
• Be readily available to answer call center executives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the call center executives
• Taking on other tasks or projects to support employees, other managers, and call center operations upon request

REQUIREMENTS

We believe that you will succeed better if you possess the following:

• Bachelor’s degree in business, communications, or related field
• Have at least 1 year experience as an Assistant head of Call Center or Team Lead
• Proven ability to manage team to achieve desired results
• Excellent communication, interpersonal, and leadership skills
• Ability to work well under pressure and meet deadlines