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  • Posted: Jan 24, 2023
    Deadline: Feb 20, 2023
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  • Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
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    Team Leader

    Description

    We are looking to hire a Team Leader. The Team Lead is responsible for driving performance and ensuring customer satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent customer needs and goals within the organization to ensure the highest level of accuracy and quality. In addition, the Team lead should build relationships with customers and Customer Service Representatives to encourage new business opportunities.

    Responsibilities

    • Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
    • Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
    • Ensures that patient issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
    • Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account.
    • Ensures that all processes and procedures are completed, quality standards are met.
    • Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps.
    • Monitoring account specific systems and processes for effective staff utilization
    • Ensures that the Service Level Agreement is met.
    • Responsible for all client communication, conflict resolution, and compliance on client deliverables.
    • Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
    • Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.

    Requirements

    • Degree in any related field
    • C1 proficiency in Swahili and B2 in English.
    • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer
    • At least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams

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    Trainer

    Description

    We are looking to hire a Trainer. As a trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.

    Responsibilities

    New Hire Onboarding

    • Introducing new hires to the company values, mission, and vision
    • New hire activation through client provided credentials
    • Training of new hire batches including offering all the necessary support during the onboarding and nesting phase
    • Reporting to the Operations, Training and Quality stakeholders on any significant activity during onboarding
    • Provide weekly feedback on the progress of new hire training to Training, Quality andOperations Manager
    • Introducing the new hires to the assigned supervisor post training phase

    Focused results Improvement

    • Work closely with supervisors and quality team to determine training needs
    • Prepare training materials needed to conduct an upskilling/refresher training
    • Conducting refresher training based on business needs
    • Creating assessments to measure success of conducted training
    • Attend 100% calibration sessions

    Training Content Creation

    • Develops program specific and related training curriculum and modules for Product, Soft-Skills and Culture and delivers training to new hires or existing staff to address training needs identified

    Knowledge Assessment

    • To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product ·
    • Drive update dissemination & coverage of new process product updates in the process
    • Drive closure on client assigned trainings & refresher modules

    Process Improvement

    • Evaluate Procedure impacts on results
    • Work closely with Ops and Quality team on employee development

    Operational Support

    • Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the TQC to the Operations Leaders
    • Back up for Solution Coaches (Audit, coaching and cascading updates)

    Requirements

    • Degree/Diploma in education, communication, HR or Public relations
    • Proficiency in MS office
    • Competency in C1 English and excellent grammar skills
    • Minimum 2 years’ experience preferably in a BPO sector
    • Overall understanding of customer service industry
    • Experience in managing new hire batches

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    Real Time Analyst (RTA)

    Responsibilities

    • Manage the call volume, daily attendance and program break schedules
    • Assist with creation if metrics and targets for services
    • Work closely with the operations team to analyze and help improve their delivery processes
    • Generate ideas for process and service improvement planning
    • Produce daily, biweekly and monthly internal reports
    • Use trends and reports to forecast requirements
    • Assist with projects and other duties as requested or assigned

    Requirements 

    • Degree in Statistics or any related field
    • Demonstrate sound work ethic
    • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
    • Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
    • Ability to create reports in Excel and forecast results
    • Attention to detail and high level of accuracy
    • Ability to multi-task, focus and complete reports for extended periods of time
    • Previous call centre experience in similar post is desirable
    • Previous Work Force Management experience is considered an asset
    • Ability to take initiative
    • Flexible team player with a positive attitude
    • Must have good time management with the ability to work with minimal supervision and under tight timelines
    • Capable of managing multiple, simultaneous projects
    • Must be friendly and professional with a positive attitude
    • Organized with the able to quickly and effectively adapt to change
    • Excellent attendance record and ability to communicate professionally - oral and written
    • Problem solving skills: Creative and Innovative - ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems.

    Method of Application

    Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email

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