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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

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