Call Center BPO Manager

Location: Nairobi

Salary: Gross salary of Kshs. 80,000 – 120,000

Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit a Call Center BPO Manager.

The successful candidate will be responsible for overseeing and managing the operations of a call center outsourcing facility. This position is responsible for ensuring efficient and effective call center operations, meeting performance targets, and delivering exceptional customer service.

Duties and Responsibilities:

1. Team Leadership:

• Lead, mentor, and motivate a team of call center agents and supervisors.
• Set performance goals and monitor progress through regular performance evaluations.
• Conduct training and development programs to enhance staff skills and knowledge.

2. Operational Management:

• Plan and manage daily call center operations, ensuring adherence to established processes and
• service level agreements (SLAs).
• Monitor call queues, agent performance, and call quality.
• Implement strategies to optimize call center efficiency and productivity.

3. Client Relationship Management:

• Build and maintain strong client relationships by understanding their needs and addressing concerns promptly.
• Collaborate with clients to define performance metrics and key performance indicators (KPIs).

4. Quality Assurance:

• Implement quality assurance processes to maintain high service standards.
• Regularly review and assess call recordings and customer interactions to identify areas for    improvement.

5. Reporting and Analysis:

• Prepare and analyze reports on call center performance, including call volume, response times, and customer satisfaction.
• Use data driven insights to make informed decisions and improve operational efficiency.

6. Resource Management:

• Manage staffing levels, including hiring, scheduling, and workforce planning.
• Allocate resources effectively to meet service level targets.

7. Technology Utilization:

• Oversee the use of call center software and technology to streamline processes and enhance customer interactions.
• Identify opportunities for technology upgrades and improvements.

8. Compliance and Security:

• Ensure compliance with industry regulations and data security standards.
• Implement and maintain policies and procedures for data protection and privacy.

Qualification:

• Bachelor's degree in business management, communications, or a related field.
• Proven experience in call center management or BPO operations, with a track record of achieving performance targets.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and customer relationship management (CRM) tools.
• Data driven decision making skills and proficiency in data analysis.
• Knowledge of industry-specific regulations and best practices.
• Strong problem solving and conflict resolution skills.
• Ability to adapt to a fast paced and dynamic work environment.

Key Attributes:

• Results oriented and focused on achieving performance goals.
• Customer centric mindset with a commitment to delivering exceptional service.
• Detail oriented and organized.
• Strategic thinker with the ability to identify and implement process improvements.
• Strong leadership and coaching skills to develop a high performing team.
• Ability to handle high pressure situations and make sound decisions.