Job Description
Candidate current designation must be of Assistant Manager Level
Ability to manage Account independently and maintain a strong relationship with clients on relevant operational topics (quality, readiness, support model, change management, staffing, hiring & Training, forecasting etc.)
Very Strong Operational skills for managing a team of 50 plus
Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
Ensuring that the employees adhere to the company’s rules and are in sync with the company’s mission and values
Sound understanding of Operations & Delivery
Good experience in client management & passionate about customer experience
Ability to manage stress, experience in managing a challenging account.
Be a good change leader
Assist supervisors and develop various metrics for productivity and prepare necessary reports
Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment
Manage Client relationship independently, work with the client organization well.
Very strong peoples person, ability to work with the diverse set of people.
Manage Employee Satisfaction on the floor
Be a strong mentor for front line leadership on the floor to deliver on ESAT (Employee Satisfaction) and productivity
Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees well.
Proficient with Excel and Power Point
Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job,
Excellent interpersonal skills

The suitable candidate MUST have past experience working in a busy call center.

Interested candidates who adequately possess the stated qualifications and skills should apply by sending their updated CV to hr@asteriskkenya.com.

Kindly ,stating your current and expected basic salary.

Only shortlisted candidates will be contacted for interviews