M-KOPA Operations Manager
1 month ago
iSON Xperiences is seeking a skilled Operations Manager to lead our inbound voice/messaging/email customer services team. This role is ideal for individuals with experience in contact center management and a passion for delivering exceptional customer experiences.
Main Responsibilities:
- Lead and manage a team of up to 18 agents, providing coaching and development opportunities to enhance their skills and performance.
- Develop and implement quality management processes to ensure high-quality service delivery, including regular call evaluations and adherence to service level agreements.
- Maintain accurate attendance and leave records, ensuring seamless resource planning and allocation.
- Collaborate with the Workforce Management team to optimize scheduling and minimize costs.
- Resolve daily queries and escalate complex issues to senior management as needed.
- Analyze key performance indicators (KPIs) and provide actionable insights to drive business growth and improvement.
- Foster strong relationships with internal stakeholders, including the Contact Centre Manager and other department heads.
Requirements:
- 1-2 years of experience in a contact center environment, with a proven track record of managing teams and driving results.
- Strong leadership and communication skills, with the ability to motivate and develop high-performing teams.
- Excellent problem-solving and analytical skills, with a focus on data-driven decision-making.
- Proficiency in Microsoft Office and relevant contact center software.
- A degree in Business Administration or a related field, with a focus on leadership and management.
Compensation Package:
We offer a competitive salary of approximately KES 120,000 per month, depending on experience and qualifications, plus benefits and career development opportunities. If you are a motivated and results-driven leader looking to take your career to the next level, we encourage you to apply.
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