Position: Call Centre Manager ( Operations Department)
Location: Nairobi
About Bridge International Academies
Bridge International Academies is a for-profit startup company revolutionizing education across Africa with a unique business model. The company runs a large-scale network of low-cost primary schools in Kenya that significantly outperforms other primary schools in the same areas because of our “school in a box” systems.
Our schools profitably deliver this high-quality education for less than $4 per child per month, which enable the schools to cover all their costs and create a profitable central organization at scale. We have launched 37 schools in Kenya, we will double in size in the next 6 months, and plan to rapidly scale the company to serve more than 1 million students across the continent.
About this position
The Call Centre Manager has a leadership role in the day to day managing and directing operations of the call centre and assigned duties, in order to build strong relationships.
The role holder will be tasked with developing and executing strategies in the following areas:-
- Process / Systems selection and enhancement, communication, monitoring trends based on calls, issues, queries, and through these tools make recommendations on how to improve the quality of service as well as increase staff satisfaction and leading call centre performance
- Primary business contact for the BIA , provide strong team representation to ensure that issues are dealt with in an efficient manner to build and sustain good relations
- Consistently provide excellent leadership to the Call Centre team and is responsible for driving performance having a hands on approach on staff management a and ensure staff output is in line with set targets and KPIs.
- Reviewing all deliverables to ensure performance targets, quality standards and BIA expectations are attained and surpassed.
- Reports to the senior management, providing regular input on all Call Centre activities, including status and reports on a daily, weekly and monthly basis.
- Coordinate daily operations of a team of the Agents, Quality Analysts and Team Leaders; to ensure quality service delivery as per the set key performance indicators, evaluate their performance & overall progress.
- Formulate, organize & regulate staffing for new and existing staff required to meet job demands into shift patterns across 24 hours, 7 days a week and supervise shifts
- Setting customer service, sales & quality performance targets and formulating plans to ensure that they are attained efficiently.
- Handling the most complex external & staff queries & concerns.
- Coaching, motivating and training mid-level management staff
- Forecasting and analyzing data against budget figures on a weekly and monthly basis.
- Drive the team’s production & quality output by the hour, provide floor presence and attend to all cross functional related issues.
- Maintain high level customer service and client interactions.
- Implement processes & procedures; ensure compilation of daily, weekly & monthly reports.
- Analyze performance statistics and make decisions/recommendations for improved performance & maintain daily c communication.
- Conduct periodic performance reviews for Team Leader and Analysts, develop, implement and review performance and quality standards.
About You
- Setting customer service, sales & quality performance targets and formulating plans to ensure that they are attained efficiently.
- Handling the most complex external & staff queries & concerns.
- Coaching, motivating and training mid-level management staff
- Forecasting and analyzing data against budget figures on a weekly and monthly basis.
- Drive the team’s production & quality output by the hour, provide floor presence and attend to all cross functional related issues.
- Possession of a Bachelor’s in Business Administration / Marketing/Communications
- Call Centre management experience minimum 3 years,
- Excellent verbal and written communication skills, strong facilitation, conflict resolution, client and people management skills.
- Dependable, reliable, responsible, able fulfill obligations and meet strict deadlines.
- Adaptable, flexible open to change (positive or negative) and to reasonable diversity in the workplace.
- Stress tolerant, dealing calmly and effectively with high stress situations.
- Integral, honest, initiative, able to take on responsibilities and challenges.
- Able to take charge, and offer opinions and direction.
- Analytical& cognitive thinking, use of deductive reasoning to address work-related issues and problems.
- Active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
- Critical thinking, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Complex problem solving skills, identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Quick judgment and decision making, consider the relative results of potential actions to choose the most appropriate one.
- Monitor & assess performance of one self, other individuals and make improvements or take corrective action.
- Knowledgeable in field of expertise, call centre technology, training & performance management methodologies.
- Enterprising individual, able to start up and execute projects successfully.
You can apply and view detailed job requisitions on the Careers page at www.bridgeinternationalacademies.com
