Customer Experience Supervisor Jobs

Customer Service Jobs Kenya

Company Profile
The Wananchi Group is Africa’s pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.

We’re in the process of rolling out Africa’s most innovative cable network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.

Customer Experience Supervisor

Purpose of Job

• Manage and support the call center agents
• Making sure call center meets the required standards and Measures
• Quality Monitoring, analyses of reports and continuous improvement initiatives
• Coaching and Training
• Reporting – quantitative and qualitative
• Providing practical support, assistance and instructions
• Communicate and manage expectations for quality and accuracy of work
• Identify variances and create effective plans to address gaps
• Maintain a high level of product, process and competitive knowledge

Key Roles:

• Provide hands on support and instruction and maintain a continual presence in the call center amongst team of agents.
• Be available to handle escalated calls and monitor the call center activity real-time.
• Develop the skill and knowledge of agents by assessing performance, identifying skill gaps and providing targeted coaching and training in order to improve agent performance and motivation
• Monitor the achievement of performance standards and measures through quality monitoring, real-time monitoring and managing schedule adherence.
• Provide feedback to agents on achievements.
• Monitor processes to identify areas for continuous improvement and participate in special projects to refine operations
• Compile ACD data into a report format, analyze data against performance standards and provide recommendations

Desired Qualification and Skills:

• 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skill
• Strong analytic skills and comfort in PC based reporting systems and processes
• Ability to maintain productivity under pressure and to multitask effectively
• Must have superior coaching, leadership and interpersonal skills
• Punctual, regular, and consistent attendance
• Tact, diplomacy and sensitivity
• Minimum of bachelor degree
• Maintain a physical presence in the call center in order to identify problem situations and provide guidance when required
• Ensure all necessary tools and equipment are available
• Resolve escalated queries and providing feedback to the agents and follow up with the customer
• Be aware of response and turn around times as against targets
• Encourage team works and regular meetings
• Promote team morale with praise and encouragement.
• Maintain an impartial and positive attitude.

If you are interested in the role , send your application and CV to recruit@ke.wananchi.comwith the subject line Customer Experience Supervisor  not later than 4th April 2014.

Your mail application will be considered should you meet the desired qualifications. Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Note only short-listed candidates will be contacted.