Telkom Kenya Customer Care Manager Job Vacancy

Job Ref. MN 4640

Our client, Telkom Kenya, wishes to recruit a dynamic and proactive Customer Care Manager.

Job Profile

Reporting to the Head of Customer Care, your key responsibilities will be:

Operational
• Manage and lead the Front Office teams
• Manage and lead the outsourced partners
• Provide leadership and mentorship to the team
• Participate in change management and inspire positivity
• Set objectives for the team leaders and agents and ensure achievement of the same
• Train and coach the team leaders and agents
• Oversee the staff schedule and define the access levels of each team leader and agent
• Manage service delivery aligned to our customers’ needs

Leadership and management skill
• Provide leadership and management to the Front Office team leaders and agents
• Drive for results and achievement of turnaround times
Project management, implementation and follow-up
• Participate in the implementation and follow up of customer care projects
• Analyse systems/rights required for the Front Office team and follow up on accesses
• Develop strategies that will result in continuous improvement of customer service delivery
Ticketing management
• Ensure that all tickets are entered into the CRM system
• Ensure that all after-cal work codes are keyed in on the telephony system

Reporting
• Ensure that all Front Office teams deliver reports in a timely manner
• Enhance the Front Office reports
• Design enhanced ACW description codes that cover all areas of the Business and anticipated enquiries/complaints
• Deliver high level reporting for the Front Office

Personal profile
• Have 3-5 years call centre/customer care management experience (as a Manager or Deputy Manager) in high traffic organizations in telecommunications, banking, airlines or outsourced call centres.
Send your application with a detailed CV and a daytime telephone number, by hand, courier or post so as to reach us by 24th January 2011.

Kindly disclose your current or past salary.

Failure to do so may disqualify your application.

Please indicate the job reference number on the top left of the envelope.

Executive Selections Division,
Manpower Service (K) Ltd, 3rd Floor, Landmark Plaza,
Directly opposite Nairobi Hospital entrance,
P.O. Box 50736 - 00200, Nairobi.