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Senior Manager Kampala

Posted by Q- Sourcing Limited Private Central
  • Company: Q- Sourcing Limited
  • Experience: 2 - 5 years
  • Studies: Bachelor
  • Category: Management - Executive - Director
  • Contract: Permanent
  • Salary: Negotiable
About This Job:Q-Sourcing Limited is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Rwanda and Southsudan. Our client is a leading Business Process Outsourcing firm, with a strong focus in sub-saharan Africa operating within 10 countries in Africa and India.  They are  are looking for a Senior Manager to work at their Kampala Offices.Position SummaryThe Manager is the immediate floor manager that support and manages Customer Service Associate (CSA) teams on a day-to-day basis.Directly responsible for 400-500 CSAs depending on process requirements. They are responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork.Manage a large team comprising of AM’s, Shift In Charge and Team leaders with 500 plus agents for a Voice. Relationship management with clients and handling escalations for quick resolution.Client coordination. Service delivery (24 X 7 Operations). Achieving operational efficiencies & targets. Ensuring high level of quality deliverable & customer satisfaction.Analyzing MIS reports to capture trends and process improvements. Scheduling and optimization for better agent utilization. Change management through coaching and mentoring.Training need analysis. Reward and recognition for employee motivation. Appraisals, retention and recruitment. Performance management for higher performance and regular reviews with the teams.Coordination with support departments and other functions. Process improvement and implementation. Ensure SLA compliance by regular quality checks and reviews.Review key MIS, identify areas of non-compliance & evaluate options to address the same. Lead involvement in Cross functional initiatives/projects.Identify process improvement opportunities and champion them as PE Projects. Identify potential issues that may arise in the performance matrix of a process & tackle the same on a proactive basis.Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest. Evaluate and compute the FTE + Bench ratio on a process-by-process basis.Ensure adequate staffing based on process requirement, attrition trends, process complexity etc. Front-end with the client on all process related issues including negotiation on SLAs.Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction. Manage customer relationships on an on-going basis.Provide input required for attracting potential customers. Determine staffing requirements on a continuous, proactive basis & develop a plan to fulfill the same.Resolve all people issues escalated by the Manager, determine their satisfaction levels & identify means of positively impacting the same.Appraise each Team Leader, create a development plan and identify training needs. Demonstrate strong Customer Service ethic in the team through active communication, regular updates & meetings.Develop leaders and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating.Identify capability gaps & ensure that the resources required to bridge the same are provided.Develop career paths for key positions within the department. Act as a role model & ensure high levels of accessibility for employees at all levels.Escalate issues that have larger organizational impact in a timely manner. Provide input for organizational policies and procedures. Ensure that there are contingency and back up plans in place.Work with the HR Team on rolling out Performance Management Programs, HR Policies, retention plans, etc.Main Tasks:Ensure employees have a clear understanding of company business goals & performance expectationsPromotes an effective working environmentProvides leadership while coaching CSA’s to improve skills and abilityConducts root cause analysis to identify performance improvement areasProvides continuous feedback in the areas of recognition, corrective action and succession planningMonitors a minimum of 10 calls per CSA per month (exact number will vary by process)Building team cohesiveness through staff meetings, team goal setting and brainstormingWorking with the Training team, responsible for the development of CSA’s including on the job training, motivation and coaching to reinforce required skills.Creates and implements incentives to inspire the achievement of set goals.Responsible for follow up and resolution to CSA issues.Responsible for the daily operation and productivity of assign projectsConsults with HR on matters of recruiting, hiring, corrective action and dischargeAdministers company policies and procedures consistent with sound judgment and an element of fairness.Works on other projects as requested.Key Qualifications/ExperienceGraduation Degree or Post Graduation Diploma or Degree in Management 1-2 years customer service supervision/management experience, in a call center environment.Good level of understanding of the operations process with respect to manpower scheduling, workflow, work assignments, efficiency, occupancy, project cost analysis, ACD applications.CompetenciesClient & Customer FocusSolid work experience with Customer Service, Support or Sales (as relevant)Proactively works with customers to establish rapportDemonstrates knowledge and understanding of products and services available to the customerWorking with OthersSupports colleagues by helping on customer contacts within area of expertiseIs punctual at all times, recognising the importance of this to colleagues & the smooth running of the teamPasses on useful information to teamDeveloping OthersEncourages and helps others to improve performance in line with business goalsGives on the job coaching and developmental supportConfidence & CommunicationCommunicates effectively & comfortably in writing and verbally with internal & external customersAdapts communication style to the customerPresents a professional, friendly and caring image to the customerPerformance FocusConsistent in delivering customer standards and service levels despite repetition of taskTracks results and achievements against planMaintains quality customer handling of calls despite difficult natureLeading OthersExcellent time management and organizational skillsProvides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexibleTakes action to make individuals and a team more effectiveSolving ProblemsAbility and aptitude to recognise potential problems, unfavourable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the clientEvaluates alternative solutions to problemsChange FocusResponds positively to changing requirements or team changesAccepts and adapts to the changing environmentInfluencing OthersUses logic to persuadePlans and tailors an influencing approachTechnical ApplicationPC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.)Has a high level of company and product knowledge to ensure the customer is given full and correct information.Keeps up to date with product developments, through self-study on internet etc.OthersMust be flexible to meet the needs of the business, in addition to working before and after team shift.Application ProceedureOnly candidates who meet the minimum criteria outlined as above are invited to send a comprehensive CV by e-mail to :Kindly mark your application as "Senior Manager" in the subject line of your email.The applications should reach the above address by 5:00 pm on 2015-04-15Only shortlisted applicants will be contacted.Q-Sourcing Limited is an equal opportunity employer. Any solicitation will lead to disqualification.
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