Safaricom Ltd : CALL CENTRE TEAM MANAGER

We are pleased to announce the following vacancy within Call Centre Division.  In keeping with our current business needs, we are looking for people who meet the criteria indicated below:

Call Centre Team Manager

Ref: CM-MAR- 10- CCTM 

Reporting to the Call Centre Manager, the profile for the position is detailed below:

Key Responsibilities

• Monitor and ensure availability of resources assigned to ensure quality delivery of service as per CM standards.
• Ensure all the CCR have the necessary tools / information required to execute the role.
• Manage the staff shift swapping to ensure it does not affect the Quality of Service delivered.
• Investigate performance enablers of each CCR related to delivery of Quality of Service. Provide coaching to each CCR in relation to their identified area of development.
• Plot Quality scores for all team members on a monthly graph based on report/analysis received from the Quality Assessors.
• Manage disciplinary issues where coaching and training have failed to achieve the desired improvement in performance.
• Provide service improvement recommendations to each CCR and demonstrate continuous improvement in performance scores.
• Review the set performance targets for each team member monthly to ensure we consistently maintain high standards.
• Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance.
• Enable staff achieve their overall performance targets through training and development, mentoring, scheduling of & implementing training interventions.
• Ensure Intranet is utilized effectively as a business tool by identifying any inaccuracies and communicating location of information to CCR’s, leading to provision of high quality of service

Minimum requirements

• Degree in a business discipline or Social Sciences.
• 6 years total working experience in a customer service environment of which 4 yrs must have been in Safaricom.
• Excellent knowledge of Safaricom products and services.
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Excellent interpersonal skills.
• Excellent Training skills.
• Problem solving and decision-making skills.
• Must have good leadership skills coupled with hands on experience in mentoring/coaching staff.
• Hands on experience in Microsoft Office Applications

If you feel that you are up to the challenge and possess the necessary qualification and experience please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below  by 30^th March 2010.  

The Senior Manager – Talent Acquisition,

Safaricom Limited.

Via email to: internalapplications@safaricom.co.ke