Call Centre Manager at Mwananchi Credit Ltd- Nairobi

The Call Center Manager is responsible for overseeing daily operations by ensuring efficient customer service, staff performance and adherence to financial objectives of the organization.

Essential Duties & Responsibilities Include But Not Limited To The Following:

• Manage the day to day running of the Call Center
• Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
• Setting call center agents target, monitoring performance, appraising them and providing timely feedback.
• Organizing staffing, including shift patterns and the number of staff required to meet set targets
• Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management
• Participate in hiring and training of call center agents so as to ensure business continuity.
• Develop strategies to improve customer experience, handling of most complex customer complaints or enquiries.
• Identify, escalate and advice management on recurring complaints.
• Performing any other duties as may be assigned by management from time to time

Qualification, Knowledge and Experience for Call Centre Manager:

• Bachelor’s degree/Diploma in a business-related field from an accredited University/College required.
• At least 3-5years’ experience in a busy call center environment at Supervisory level

Key Competencies

• Experience in closing Sales
• Excellent written and verbal communication
• Excellent attention to detail and Accuracy of data
• Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels
• Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities
• Basic Word processing and Spreadsheet skills
• Ability to provide effective leadership to a team
• Ability to manage and provide feedback to all types of individuals.

Career Advice for Call Centre Manager(s)

As a Call Centre Manager, you play a pivotal role in driving customer satisfaction, team performance, and operational efficiency. In Kenya’s dynamic business environment, staying ahead requires a blend of strategic leadership and adaptability. Here are key strategies to enhance your effectiveness and career progression:

1. Prioritize Team Development and Training
Regularly assess your team’s performance to identify skill gaps. Implement targeted training programs and individual development plans to foster continuous improvement. A well-trained team not only boosts productivity but also enhances customer satisfaction.

2. Embrace Technological Advancements
Stay abreast of emerging call center technologies, such as AI-driven analytics and cloud-based communication tools. Leveraging these innovations can streamline operations and provide deeper insights into customer behavior. source: (insightful.io, babelforce.com)

3. Foster Emotional Intelligence and Leadership
Cultivate a work environment that values empathy, active listening, and open communication. Demonstrating emotional intelligence helps in managing team dynamics effectively and in resolving conflicts amicably. source: (babelforce.com)

4. Optimize Workforce Management
Utilize workforce management tools to forecast call volumes accurately and schedule staff efficiently. Balancing workload distribution ensures consistent service levels and prevents employee burnout.

source: (insightful.io)

5. Monitor Key Performance Indicators (KPIs)
Regularly track metrics such as average handling time, first-call resolution, and customer satisfaction scores. Analyzing these KPIs enables you to make informed decisions and implement strategies for continuous improvement.

Salary Approximation:
In Kenya, Call Centre Managers typically earn between KES 48,692 and KES 186,617 per month, depending on experience, industry, and company size.

source: (Paylab)

By focusing on these areas, you can enhance your leadership capabilities, drive team performance, and position yourself for further career advancement in the call center industry.