KenCall JOBS MARCH 2013

KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.

As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this industry.

Title: Projects Coordinator
Location: Nairobi, Kenya
Openings: 1

Description

·                     Project planning and implementation.

·                     Monitoring of various tasks in different departments.

·                     Determining and setting up of new client requirements.

·                     Setting, coordinating, and monitoring project targets for various teams based on client requirements.

·                     Liaising with clients and management by scheduling meetings and getting updates of various projects.

·                     Conduct project scoping and discovery of service requirements details, processes and outsourcing development.

·                     Planning and managing all logistical operation set up activities around accounts designated to call centre, i.e. set up, recruitment, training, IT, and general operations.

·                     Managing project rollouts and existing activities. This entails observing time deadlines between management and external clients.

·                     Ensuring that all work conforms to the scope of work.

·                     Regularly conduct briefings, implement status meetings and regular reporting to senior management.

·                     Systematically coordinate project staff to ensure that all project elements are delivered within their schedules.

·                     Create, write, and coordinate proposals for based on initial client meetings and campaign strategies developed for clients

Personal Attributes

·                     Excellent communication skills; written and verbal.

·                     Solid organizational skills

·                     Great attention to details

·                     Ability to multi-task

·                     Strong work ethic.

·                     Ability to manage complex order processing and data input

·                     Ability to maintain confidentiality at all times

·                     Must be highly motivated and committed to achieving results

·                     Ability to work under little supervision while meeting deliverables

·                     Ability to work in a team environment, as well as independently

·                     Flexibility to work in shifts including weekend and nightshifts.

·                     Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.

Educational and/or Other Requirements/Qualifications

·                     Undergraduate degree in Business, Projects Management

·                     Good at multi-tasking.

·                     Very good communicator in both written and verbal business English

·                     Able to adapt to a new work environment quickly

·                     Enjoys working around other people.

·                     Capable of managing a team.

·                     Preferably have experience in a Contact Centre.

Title: Inbound International Account - Customer Service Representatives
Location: Nairobi, Kenya
Openings: 50

Main responsibilities of the Job include:

Provision of excellent and professional customer service by:

·                     Responding to customer enquiries via email, live chat and phone

·                     Anticipating potential needs or problems of customers and resolving

·                     Maintaining a balance between business and customer needs

·                     Following through on commitments

·                     Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols

·                     Maintaining confidentiality of information

·                     Achieving first contact resolution (FCR)

·                     Handling complaints or issues satisfactorily

·                     Providing accurate information about products and services

·                     Processing transactions effectively

Personal Attributes

·                     Superior customer service skills and ability to maintain positive working relationships

·                     Solid organizational skills

·                     Great attention to details

·                     Ability to multi-task

·                     Strong work ethic.

·                     Ability to manage complex order processing and data input

·                     Ability to maintain confidentiality at all times

·                     Must be highly motivated and committed to achieving results

·                     Ability to work under little supervision while meeting deliverables

·                     Ability to work in a team environment, as well as independently

·                     Excellent communication skills; written and verbal.

·                     Flexibility to work in shifts including weekend and nightshifts.

·                     Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.

Educational and/or Other Requirements/Qualifications

·                     MUST HAVE A CLEAR NEUTRAL ACCENT WITH AN AMERICAN ORIENTATION

·                     Must have an excellent command of English

·                     University degree/ College Diploma in a related field

·                     Preferably have experience in Customer Service in a Contact Centre.

Title: Quality Analyst
Location: Nairobi, Kenya
Openings: 5

Description
 

The Quality Analyst (QA) will be a member of the Quality Assurance team responsible for monitoring, measuring and improving performance standards. 

The Quality Analyst role will be multi-faceted and will include call monitoring, call calibration, call process review, remediation coaching and management level reporting. 

The Quality Analyst will project a professional image and be a model of excellence for the team.
 

Primary duties & responsibilities:

·                     Works in conjunction with Quality Assurance Manager and Management team to ensure success of the customer service unit

·                     Following training, becomes a subject matter expert in client’s benefit programs and processes, as well as with the service center’s identified internal operating processes

·                     Collaborates with Quality Assurance Manager to identify and recommend efficiencies and process improvements and participates in process improvement initiatives

·                     Understands call quality scorecard and score guidelines and utilizes to properly evaluate individual calls and transactions

·                     Assists with call monitoring and evaluation by listening to recorded calls as well as executing simultaneous side by side call review with team members

·                     Documents each call monitoring session in detail

·                     Compiles, prepares and analyzes quality reports and performance trends on an identified established basis and makes recommendations for process. Identifies key recurring issues

·                     Performs periodic consultation sessions with individuals and small groups to assist with individual performance reporting and coaching

·                     Participates in external and internal calibration and observation sessions to ensure consistency in the evaluation process

·                     Provides phone support as needed to ensure the success and achievement of required departmental call metrics

·                     Responsible for accuracy in all documentation

·                     Creates, implements and updates required quality statistical reports

·                     Assists in the administration of the QA Rewards & Recognition Program

·                     Manages assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed

·                     Works with a high level of Integrity and maintains confidentiality

·                     Operates with intense dedication to the success of our external and internal clients

·                     Performs all other job duties/tasks as assigned

Personal Attributes

·                     A natural multi-tasker

·                     Calmness

·                     Leadership qualities

·                     Energetic

·                     Natural organizer and planner

Educational and/or Other Requirements/Qualifications

·                     Minimum 2 years Call Center experience A MUST

·                     Post-secondary education or equivalent experience

·                     Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles

·                     Quality call monitoring experience preferred

·                     Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire agents to higher levels of performance

·                     Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents

·                     Must be able to work well in a team environment

·                     Bilingual a plus

Title: Service Delivery Manager
Location: Nairobi, Kenya
Openings: 1

Description
 

The Service Delivery Manager is an important role within the KenCall Operations management team, the service delivery manager will be instrumental in managing our contact center to achieve our KPIs; the successful candidate will have the opportunity to take ownership of businesses processes, provide guidelines and support to our contact center team leaders and therewith actively contribute to the continued success of our customer operations

Primary duties & responsibilities:

·                     Manage the daily relationship with the clients

·                     Identify and communicate areas for continued process improvements.

·                     Ensure that staff are equipped to meet Service Level Agreements (SLAs) and to achieve all KPIs.

·                     Provide regular / ad-hoc reporting and manipulate data as requested.

·                     Manage quality and customer experience together with the Quality Manager.

·                     Assist in developing policy/procedure documents.

·                     Manage contact center performance statistics and action appropriately.

·                     Assist with monthly forecasting.

·                     Provide detailed reporting as required

Personal Attributes

·                     A natural multi-tasker

·                     Calmness

·                     Leadership qualities

·                     Energetic

·                     Natural organizer and planner

Educational and/or Other Requirements/Qualifications

·                     Business degree preferred

·                     2-3 years experience in a call centre environment will be an added advantage.

·                     Strong analytical, communication and organizational skills

·                     High attention to detail

·                     Ability to work and thrive in a multi-tasked, fast paced environment

·                     Professional work ethic

·                     Project Management skills

·                     High proficiency in MS Office tools (Word, Excel, PowerPoint)

·                     Team player

Title: Team Leader
Location: Nairobi, Kenya
Openings: 5

Description
 

A Team Leader is charged with creating and managing a customer service team of 10-20 people, who consistently exceeds performance goals for responding to customer inquiries. 

The candidate must have broad leadership competencies and the ability to be successful and to help ensure the success of others.

Key Competencies:

·                     Leadership skills: ability to listen, provide constructive feedback and support to customer service representatives, to develop strong sense of team and develop CSR’s skills

·                     Team management skills: conflict resolution, being able to manage employees’ expectations, identifying and implementing strategies for building team effectiveness and cooperation, provide encouragement and inspiration to the team, lead cross-functional teams

·                     Verbal and written communication skills to provide guidance to team members and to handle customer contact from a variety of sources. Ability to communicate effectively through various communication channels with team members, customers and senior management

·                     Analytical thinking/problem solving skills: to review and act on performance metrics and address problems efficiently

·                     Knowledge of contact centre business issues: trends, applications, scheduling, project management and ensuring that customer expectations are met

·                     Knowledge of contact centre business and management processes, including change management techniques and processes as well as innovative approaches to learning and training

Personal Attributes

·                     A natural multi-tasker

·                     Calmness

·                     Leadership qualities

·                     Energetic

·                     Natural organizer and planner

Educational and/or Other Requirements/Qualifications

·                     2+ years of related Team Leader/Supervisor experience in a call centre - A MUST

·                     Post-secondary education or equivalent experience

·                     Customer contact centre experience preferred

·                     Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles

·                     Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire Benefit Specialists to higher levels of performance

·                     Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents

·                     Must be able to work well in a team environment

Title: Contact Centre Agent
Location: Nairobi, Kenya
Openings: 100

Job Profile
 

The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.

Main Responsibilities of the Job:

Provide professional customer service by:

·                     Listening attentively to customers and responding to customer enquiries via email, live chat and phone

·                     Anticipating potential needs or problems of customers

·                     Maintaining a balance between business and customer needs

·                     Following through on commitments

·                     Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols

·                     Maintaining confidentiality of information

·                     Achieving first contact resolution (FCR)

·                     Handling complaints or issues satisfactorily

·                     Providing accurate information about products and services

·                     Processing transactions effectively

Working Conditions

·                     Hours of work will vary and shift work will be required

·                     Agents may be required to sit for long periods of time

Main Skills

·                     Excellent verbal and written communication skills

·                     A minimum typing speed of 30wpm (A MUST)

·                     Ability to learn detailed instructions quickly

·                     Superior problem solving skills

·                     A high level of comfort in purchasing and using digital music

·                     Ability to explain detailed instructions articulately and clearly

·                     Ability to multi-task effectively

·                     Technical aptitude

Personal Attributes

·                     Strong work ethic

·                     Exceptional customer service skills

·                     Ability to recognize sales opportunities

·                     Excellent telephone manner

·                     A Passion for the music and media industry

·                     Positive attitude

·                     Excellent personal grooming

·                     Clear neutral accent

Educational and/or Other Requirements/Qualifications

·                     An Education background in the arts, preferably music.

·                     Multi-channel experience is preferred: email/chat/phone

·                     Knowledge of computer and communication systems

·                     Experience in customer service environments an asset

·                     Previous contact centre experience an asset

·                     International exposure is highly advantageous

Title: KenCall IT InternshipLocation: Nairobi, Kenya
Openings: 6

Description

We are currently looking for dedicated, energetic and proactive individuals to join our IT team in an internship position. 

The Help Desk Support Intern will have the responsibility of assisting users on various hardware or software related issues. 

This candidate will also provide IT support to all employees.

Responsibilities

·                     Troubleshoot, research, and resolve technical problems

·                     Respond to telephone calls, instant messages, email and personnel requests for technical support

·                     Document, track, and monitor all problems to ensure a timely resolution

·                     Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN

·                     Recommend and schedule repairs, via vendors or hands on.

·                     Install and configure workstations based on company needs and requirements

·                     Provide end users support for all LAN- based applications

·                     Update all IT related inventory

·                     Installation, uninstallation of software

·                     Perform other duties or special projects as requested related to area of responsibility

·                     Moving and Setting up of IT equipment

Personal Attributes

Must have

·                     Strong work ethic.

·                     Excellent organizational skills

·                     The desire to learn and is not afraid to ask questions

·                     Ability to maintain confidentiality at all times

·                     Dependable

·                     Must be highly motivated and committed to achieving results

·                     Ability to work under little supervision while meeting deliverables

·                     Ability to work in a team environment, as well as independently

Educational and/or Other Requirements/Qualifications

·                     Minimum – IT diploma

·                     Flexibility to work in shifts including weekend and nightshifts whenever needed.

·                     Use of computer terminals requiring frequent mental and visual attention; and able to lift\carry servers, PCs, and other computer hardware.

·                     Must be willing to work in a diverse, dynamic environment and want to be part of a fun, super-skilled team.

Career applications are accepted daily online on www.kencall.com

KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.

Only completed applications including an attached CV/Resume will be considered