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:

• 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

• 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

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