• Call Center Manager at Twiga Foods

  • Posted on: 13 July, 2018 Deadline: 20 July, 2018
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    Twiga is a supplier of Fresh Fruit and Vegetables (FFV) to vendors in urban African markets. They provide their cashless B2B system to serve a distribution network of kiosks, small scale vendors, mama mbogas and more. Twiga’s goal is to make high quality goods easily accessible to vendors at a more reasonable cost

     

    Call Center Manager

     

    Job purpose

    Twiga is looking for a skilled Call Center Manager to set-up and supervise daily operations and personnel. You will also ensure that technology is utilized to a maximum and that the center is  well-organized and productive.

    As a call center manager, you must  have excellent customer service and communication skills.

    Job Responsibilities

    • Develop objectives for the call center’s day-to-day activities
    • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
    • Coach and provide training to personnel to maintain high customer service standards
    • Monitor and improve farmer feedback, telephone handling and other procedures
    • Evaluate performance with key metrics (accuracy, farmer reach out etc.)
    • Prepare reports for different departments or upper management

    Qualifications

    • Degree in relevant field
    • 5+ years experience
    • Proven experience as Call Center Manager or similar position
    • Experience in customer service is required
    • Knowledge of performance evaluation and customer service metrics
    • Solid understanding of reporting procedures

    Required competences:

    • Proficient in MS Office and call center equipment/software programs
    • Outstanding communication and interpersonal skills
    • Excellent organizational and leadership skills with a problem-solving ability
    • Positive and patient
    • Experience in call center setup will be a great advantage

    Method of Application

    Please forward CV applications to careers@twigafoods.com before 20th July 2018. Candidates MUST have experience in managing a call center

    Only shortlisted candidates will be contacted.

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