Call Centre Manager

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Call Centre Manager 1 Position
Emploi Recruitment

Nairobi, Kenya

Job Description

Position: Call centre manager

Supervises: Customer Service Representative(s)

Job Description

Our client in a call centre is looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality. The Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers. The manager should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Responsibilities:

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Requirements:

  • High School Diploma or equivalent.
  • More education or experience in a related field may be preferred.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone voice.
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Emploi Recruitment
Emploi Recruitment

Nairobi, Kenya

51 - 299 people

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