BPO Company Assistant Managers Jobs in Kenya - Kenyan Jobs Blogspot :: The best career opportunities in Kenya

Daily listing of the latest vacancies and jobs in Kenya. Kickstart your career dreams. Move to greener pastures today!

Post Top Ad

Your Ad Spot

Nov 22, 2016

BPO Company Assistant Managers Jobs in Kenya

Asterisks Solutions Ltd is a BPO company offering customer care services to Health Organizations, we currently have below positions to fill;

Assistant Manager on Duty

Job Description
  • Candidate current designation must be of Assistant Manager Level
  • Ability to manage Account independently and maintain a strong relationship with clients on relevant operational topics (quality, readiness, support model, change management, staffing, hiring & Training, forecasting etc.)
  • Very Strong Operational skills for managing a team of 50 plus
  • Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
  • Ensuring that the employees adhere to the company’s rules and are in sync with the company’s mission and values
  • Sound understanding of Operations & Delivery
  • Good experience in client management & passionate about customer experience
  • Ability to manage stress, experience in managing a challenging account.
  • Be a good change leader
  • Assist supervisors and develop various metrics for productivity and prepare necessary reports
  • Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment
  • Manage Client relationship independently, work with the client organization well.
  • Very strong peoples person, ability to work with the diverse set of people.
  • Manage Employee Satisfaction on the floor
  • Be a strong mentor for front line leadership on the floor to deliver on ESAT (Employee Satisfaction) and productivity
  • Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees well.
  • Proficient with Excel and Power Point
  • Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job,
  • Excellent interpersonal skills
Assistant Manager on Quality
 
Job Description
  • Set up of Quality Control for new process / clients requiring extensive interaction with clients to understand and capture all requirements
  • Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
  • Design new processes for Quality Control functioning to meet client specific requirements
  • Incubation of Quality Control in all new processes.
  • Perform ongoing reviews to ensure compliance to Quality Development to all certification and internal / client requirements
  • Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM
  • Ensure the effective running and updating of the PROMPT system and accurate rating of process performance viz--viz SLA targets
  • Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies like DFSS etc.
  • Train / mentor AMs and QCAs and operations teams on quality tools and concepts
  • Responsible for monitoring contacts
  • Responsible for preparing and providing feedback to agents
  • Data analysis and making designated reports
  • Participating in internal & external calibrations
  • Communication to heighten awareness and focusing on importance of positive customer experience
  • Making recommendations and driving improvement
  • Ensuring that internal policies, procedures, and compliance regulations are being followed
  • Reduce learning curve and help enhance product/process knowledge of new joinees
  • Ensuring that internal policies, procedures, and compliance regulations are being followed        
Assistant Manager on Training
 
Job Description
  • Conduct Training Needs Analysis and measure, enhance, or develop training programs
  • Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) to improve learner’s communication, customer service, processing, technical, and system navigation skills
  • Suggest improvements to the training agenda
  • Create relevant evaluations & training assessments
  • Sound knowledge of the concepts of writing & reviewing documents
  • Adhere to Content Development guidelines and ensure compliance to standards, timelines and targets.
  • Collaborate with Clients, Operations, Training, and other identified departments in coming up with relevant & effective training and instructional materials
  • Train agents on product and process, as and when there are New Hire Training batches.
  • Work closely with Operations and Quality team design action plans to plug areas of opportunity
  • Responsible for defined training conversion
  • Managing retention during training
  • Consistent alignment with operations by auditing calls, emails, chats, understanding needs, conducting refreshers
  • Demonstrating innovation in training by carrying floor requirement into classroom training.
  • Maintaining Data as per training Processes
  • Drive C-Sat (customer Satisfaction) & E-sat (Employee Satisfaction) initiatives to add value to the Process and customer
  • Must have excellent presentation and communication skills.
  • Should be able to drive key performance metrics related to training
  • Must have the ability to work under pressure & in an unstructured environment.
  • Must be flexible to work in 24X7 environment (night shifts and weekends basis scope)
  • Must be flexible to being up-skilled on quality
  • Excellent communications skills
  • Proficient with MS Office
  • Production hours to be given weekly in the absence of New Hire training.
Required Skills and Qualifications:
  • Customer Focus,
  • Customer Service,
  • Good Verbal Communication,
  • Informing Others,
  • Process Improvement,
  • Problem Solving,
  • People Skills, Teamwork,
  • People Management,
  • Managing Processes,
  • Emphasizing Excellence
  • Leadership skills
  • Degree from a recognized institution
The suitable candidate MUST have past experience working in a busy call center.

Interested candidates who adequately possess the stated qualifications and skills should apply by sending their updated CV to [email protected]kenya.com. 

Kindly ,stating your current and expected basic salary.

Only shortlisted candidates will be contacted for interviews

No comments:

Post Top Ad