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Sunday, March 19, 2017
Contact Center Service Delivery Manager Job in Kenya
Job Title: Service Delivery Manager
We seek a suitably experienced, self driven and motivated Service Delivery Manager to manage key accounts and provide excellent customer service to promote this idea throughout the organization.
The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Duties and Responsibilities
Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
Undertakes daily reviews of operational and quality management processes to identify gaps and areas of improvement.
Carries out weekly reviews with the various Operations staff to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
Designs and/or recommends appropriate process improvements for operations and quality management for each account.
Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.
Experience and Skills
A basic tertiary education of diploma/degree.
Call center experience is Mandatory
Proficient in MS Office Suite and data analysis tools.
General understanding of ICT
Minimum of 5 years of management experience in financial services, Data or telecommunications industry managing large teams of not less than 50.
Experience in leading initiatives and business strategies internally to improve day to day operations
Proven experience in process improvement and quality management.
Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
Excellent communication and presentation skills.
Exceptional customer service skills are mandatory.
Demonstrated ability to meet set performance targets, proven documented track record (advantage if within a call centre environment).
Excellent coaching and feedback skills.
Demonstrated cost awareness & business savvy.
Experience in project management will have an added advantage.
Key competencies and attributes:
Target and Results driven
Excellent leadership skills
Strong interpersonal skills
Excellent verbal and written communication skills
Exceptional reporting and presentation skills
Good conceptual reasoning
Solution driven attitude
Stress tolerant and resilient
Ability to assimilate new information quickly
Flexible and adaptable
Proven conflict management skills
Reliable and committed
Good negotiation skills
Qualified and interested candidates to send their resumes to firstname.lastname@example.org clearly stating the position on the subject line, all resumes should reach us by 24th March 2017