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  • Posted: Mar 24, 2017
    Deadline: Not specified
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    StarTimes Media is a well-recognized pay TV provider with over 9 million subscribers worldwide, founded in 1988 with headquarters in Beijing. We have adopted Digital TV technology to establish a powerful and secure multi-frequency and multi-channel digital wireless TV transmission platform. Combining satellite with terrestrial technology has facilitated the ...
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    Call Centre Manager

    Responsibilities for the Call Centre Manager Job

    • The Call Center Manager (also known as Contact Center) is responsible for:
    • The daily running and management of the call center through the effective use of resources.
    • Meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
    • Ensuring that calls and emails are answered by staff within agreed time scales and in an appropriate manner.
    • Mentoring, coaching, evaluating coordinating, and motivating call center staff.
    • Assisting in Staff Recruitment.
    • The day to day running of the Call Center.
    • To oversee the optimal performance of the Call Center.
    • Maintain constant communication of floor needs, wants, concerns and plans.
    • Forecasts Manpower planning based on inbound/outbound call volume
    • Create and implement strategies to decrease errors in quality control and train for future effectiveness.
    • Work with all individual on daily basis to optimize campaign targets by adjusting and ensuring proper utilization of manpower and technology.
    • Track against projected forecast.
    • Monitor employee attendance and shift changes.
    • Coordinate all floor supervisors

    Skills and Competencies Required

    • Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
    • Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work.
    • Assesses, selects, recognizes, develops, and empowers diverse talent.
    • Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

    Qualifications for the Call Centre Manager Job

    • Bachelor’s degree in a relevant field from an accredited University/College required.
    • At least 3 years’ managerial experience in a busy call/contact center environment.
    • Worked at Supervisory or Managerial level in a Call Center environment for at least 2 years
    • Ability to provide effective leadership to a large team
    • Ability to train and mentor individuals and/or a group
    • Ability to interact at a high level with clients and internal leadership
    • Ability to manage and provide feedback to all types of individuals
    • Ability to adapt to an ever-changing environment
    • Ability to create training documents
    • An attractive and competitive salary structure on offer.

    Method of Application

    Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to jobs@startimes.co.ke . Kindly include names of three referees and a daytime telephone contact. Interviews will be done on a rolling basis until the position is filled. Only shortlisted candidates will be contacted.

     

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