Latest Jobs In Kenya: Call Center Specialist-Kenyan National Hire-Church World Service

Job Title: Call Center Specialist _ National

Grade: 6 (N)

Level : Senior Specialist

Division: Programs

Department: Processing Support

Unit: Call Center

Primary Purpose:

The position provides technical and logistical support to the call center team. This involves, identification and hiring of required interpreters, monitoring of incoming and outgoing calls, coordination with IT for any trouble shooting, and running appropriate call reports.

Supervision:**

The position reports directly to the Call Center Manager and works works closely with the Call Center Supervisor, Call Center Senior Representatives, and Program Management.

Essential Duties:

Compliance

  1. Monitor Call Center daily operation and performance and prepare relevant reports for Call Center Manager and Supervisor.
  2. Work cross functionally with other department Managers to ensure that the objectives of the organization are being met and outcomes are being delivered within agreed service level agreements.
  3. Prepare reports from the call software and forecast on trends and anticipate surges; to help the Call Center Manager and Supervisor plan the workforce accordingly.
  4. In coordination with IT, manage any third-party relationships in relation to call center software and technology.
  5. Develops and implements department specific call traffic/surge analysis to inform workload projections and staffing and to anticipate future workloads.
  6. Research and update Call Center resources regularly.

Data Management and Analysis **

  1. Provide Call Center Supervisor and Manager monthly projections on the number of contract interpreters and the language needs based on daily/monthly inbound and outbound call trends, including other call center variables (wait time, average handle time, and call backs).
  2. Closely monitors the call traffic/workload daily ensuring that enough staff are deployed to the front office and/or reassigned from other duties to attend to frontline calls according to operational needs in liaison with shift POCs.
  3. Acts as the point person for inquiries relating to Call Center Operations on call and on the email distro.
  4. Manages Call Center reports and quality control checks that ensure accuracy and efficiency as well as their use.
  5. Assist the Call Center Manager and Supervisor in development, updating and implementation of standard operating procedures for Call Center.
  6. Contributes and supports the development and update of Call Center SOPs and the development of training manuals/materials.
  7. Conducts Call Center departmental process reviews and trainings with other operations staff.
  8. Identify Call Center operational issues and suggest improvements.
  9. Performs other duties as assigned.

QUALIFICATIONS

Education:

Bachelor’s degree or equivalent is required.

Experience:

  • Five (5) years of work experience required.
  • Work experience in a Call Center technology and functions is required.
  • USRAP work experience preferred.
  • Training, report management, data management, and Standard Operating Procedures (SOP) writing experience is preferred.

Knowledge/Skills:

  • Strong verbal and written English language skills.
  • Demonstrate strong customer service skills
  • Demonstrated computer skills, especially Microsoft Word, Excel, Outlook, Access.
  • Strong organizational and time management skills.
  • High level of professionalism especially with partners.
  • Meticulous attention to detail.
  • Excellent interpersonal and innovative training skills.
  • Proficiency with online platforms (WebEx, Zoom, MS Teams).

Abilities:

The Call Center Specialist must have the ability to:**

  • manage a large and diverse workload under pressure with competing priorities;
  • work with minimal supervision;
  • maintain high performance standards with attention to detail;
  • work as part of team in a multi-cultural environment;
  • conduct oneself in a professional and courteous manner at all times to represent the professional and institutional interests of CWS RSC Africa;
  • contribute to a team effort to implement the us refugee admissions program in sub-Saharan Africa;
  • take initiative in formulating procedures and training plans to improve operations;
  • ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
  • deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
  • travel extensively throughout the regions, sometimes on short notice and under difficult conditions;
  • travel in sub-Sahara Africa on short notice and under difficult conditions to meet demands of a dynamic operational program;
  • maintain a high performance standard with attention to detail;
  • communicate effectively both verbally and in writing;
  • follow instructions from the Supervisor with a positive and receptive attitude;
  • exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
  • communicate effectively both verbally and in writing;
  • follow instructions from the Supervisor with a positive and receptive attitude;
  • deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
  • conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;
  • maintain a high performance standard with attention to detail;
  • carry out all of the duties of the position efficiently and effectively with minimal supervision;
  • work independently and contribute to overall operations of RSC Africa;
  • take initiative in the development and completion of projects;
  • lead others and address issues as they arise;
  • maintain strict confidentiality with RSC Africa administrative and operational information;
  • manage a large and diverse workload under pressure with competing priorities;
  • analyse and solve complex problems and make sound decisions;
  • work well as a team in a multi-cultural environment while maintaining a high level of motivation;
  • effectively manage RSC Africa’s resources;
  • actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP)

Working Conditions

Physical: This position requires bending, squatting, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine hand and finger movements and lifting/carrying heavy loads.

Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.

Special Requirements

A Certificate of Good Conduct issued within the last one year (12 months) required before the start of employment.

How to apply

Click on CWS careers site – https://cws-careers.vibehcm.com

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