Head Of Customer Service at SunCulture Kenya Ltd

Job description

Why Sunculture?

This is a highly rewarding role for a proven customer service manager who is excited to create and shape a call center department from the ground up. Someone who is an analytical problem solver with an ability to see the “big picture” and make improvements. It also offers the candidate the opportunity to be a part of the broader leadership discussion helping Sunculture make their mark upon the lives of farmers.

Key Responsibilities:

• Determining call center operational strategies that maximum overall efficiency by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Developing call center systems capable of capturing real-time data that facilitates the analysis and synthesis of insights
• Supervising and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Hiring, training, mentoring and monitoring the performance of call center personnel in order to ensure top performance.
• Ensuring Net Promoter Score (NPS) is high through the delivery of top notch service; No calls are missed.
• Identifying problems and taking an evidence based approach to support solutions.
• A day in the Life
• Reporting insights weekly to upper management. This also involves escalating and managing red flags and risks
• Liaising cross departmentally to provide operational support
• Collaborating within a hard-working and familial work environment.

Does this sound like you?

• Minimum of 3 - 5 years Supervisory/Managerial experience in a Customer Service Call Center or a similar position.
• Excellent communications skills (verbal & written).
• Great customer service skills capable of resolving customer service issues in a timely and efficient manner.
• Self-starter and resourceful professional with strong problem solving skills.
• Leader capable or training and coaching teams on how to improve customer experience.
• KPI driven Individual capable of meeting and exceeding personal and team targets.
• Advanced computer knowledge & skills including Microsoft Office and proficiency in call center equipment/software programs.
• Efficient typing and writing skills.
• Strong organizational skills and with keen attention to detail.
• Must be able to work flexible hours and days, including weekends.