Department: Operations

Reports To: Operations Director

StarTimes Media (K) Co. Ltd seeks to appoint a suitably qualified persons to assume the role of Call Center Manager

Job Objective:

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.

Duties and Responsibilities:

• 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:

• 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.

Education / Experience:

• 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.

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.