Call Center Manager at Reeds Africa Consult

Our client a leading debt collection in Nairobi is seeking to hire a Call Centre Manager

Job Purpose;

The ideal will candidate will lead the day to day management and supervision of all employees’ activities in line with the business objectives

Tasks and Responsibilities

• Manage the daily running of the call centre, including effective resource planning and applying call centre strategies and operations
• Ensure adherence of other team members to customer service standards,  policies for call center attendance, and established procedures.
• Consistently monitor telephone etiquette of other staff members.
• Answering questions from staff and providing guidance and feedback.
• Continously coach and train the team (both new and old)
• Assisting in the formulation of targets for individuals and teams.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Keep management informed on issues and problems arising.
• Daily debt collection on allocated files and exceeding set monthly collection targets.
• Tracking/monitoring daily agent output.
• Managing the staff monthly shift rota
• Managing the staff leave schedule
• Preparing portfolio monthly performance reports

Skills and Qualifications

• BSc degree in Business Management or Customer service
• 5+ years of experience in a Call Centre with minimum of 2 years experience as Call Centre Manager
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Tech savvy with knowledge of telephone equipment and relevant computer Programs
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills