Position Title: Call Centre Manager
We’re an Energy Services company offering Smart Metering, Utility Billing, Energy Management & Renewable Energy Solutions for residential, commercial & industrial customers.
What you’ll do
We’re looking to add a Call Centre Manager who will oversee the operations of our call centre and Manage the customer service personnel. The candidate should have an understanding of the daily operations of a call centre.
You will be required to guide the staff on how to handle issues raised by customers in a timely and efficient manner. Be able to plan and strategize on how the department can be able to efficiently support business.
Responsibilities
- Ensuring that the call centre operates in an efficient manner and provides the highest level of client service.
- Identifying client needs based on client data and developing strategies and plans for addressing specific client needs.
- Ensuring that response times are as low as possible and that client queries are handled within a reasonable timeframe.
- Managing and training the customer service personnel and also ensuring the onboarding process is flawless.
- Developing strategies and establishing goals for customer service and ensuring all customer issues are resolved timely.
- Handling escalated complaints in the event that supervisors are unable to assist.
- Developing SOPs for the call centre and update SOPs regularly.
- Conducting market research and identify specific trends which could be well suited for the company
- Provide management with input on client service and areas of concern as informed by data collected in the call centre
- Developing call centre budget in conjunction with Financial Manager and establish call centre needs and costing.
- Conducting regular KPI meetings with employees and evaluating staff effectiveness and performance on a need-basis.
Qualifications
- Degree in Communications, Business Management or Social course.
- 2 years experience working in a call centre.
- Proficiency in Basic Computer Software and phone systems
- Problem solving skills.
- Strong grasp on the company’s products, services and customer service policies.
How to Apply:
Interested?
Apply to recruit@m-payaenergy.co.ke with subject “Call Centre Manager” by 15th Jan 2024.