Summary
Date Posted: Friday, May 14, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Assistant Manager - Contact Centre Operations
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 4 years
• Location Nairobi
• Job Field Customer Care

Job Purpose
The job holder will be responsible for direct supervision of Contact Centre operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top notch customer experience.

Key Performance Areas
• Maintain Contact Centre quality standards by ensuring that KRA’s agreed business service levels for the various services are met.
• Spearhead continuous development and revision of materials such as Scripts, FAQs, and training manuals for the Contact Centre.
• Support and give accurate feedback on new or existing services to Customer Service Advisors (CSAs) to ensure that customers are provided with accurate information regarding all services.
• Directly handle issues that cannot be handled at the frontline line by tracking escalation for resolution of any new or challenging issues.
• Actively participate in service storming sessions and ensure that all staff are capable of handling all types of channel interactions.
• Monitor customer service performance on the CSAs and the operations team by generating, compiling and submitting relevant statistics and KPI reports on performance & productivity.
• Ensure monthly performance discussions are held with all CSAs to enable them continuously improve.
• Ensure that control lapses, processes and system issues are identified in time and all significant risks are escalated and resolved in a timely manner to avoid service delivery disruptions.
• Maintain a conducive working environment in the unit and ensure that control lapses are identified and mitigation measures put in place.
• Map the need for training and onboarding programs and initiate implementation of these programs.

Minimum Requirements
• A Bachelor’s Degree in Communication or any other related field.
• A minimum of four (4) years’ experience of which one (1) should be at Supervisory Level in Contact Centre/ Customer Service Field.
• In-depth knowledge of customer service principles and practices as well as customer service software, databases, CRM tools and call centre equipment/software programs and proficiency in Excel.
• Outstanding verbal, written, and interpersonal communication skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Highly detail-oriented and highly advanced in data analytics.
• Possess a high sense of integrity and confidentiality, self-driven, and able to work under minimum supervision.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

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Job application procedure
Registration:
• Go to https://erecruitment.kra.go.ke/login  and then click on the ‘Register’ button to start the application process.
• After registration, you will receive an email enabling you to confirm your email address and complete your registration.
Log on:
• After registration go to https://erecruitment.kra.go.ke/login 
• Key in your username and password then click on ‘Log in’ to access your account.
• After successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
• On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
• Click on ‘My Profile’ to create and update your profile.
• Follow the instructions to complete your profile.
• The process will end by clicking the tab “Overview and Release”.
• Ensure you click the check box on the page to complete the profile.
Application process:
• To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
• Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
• Click on the Job posting to display the details of the position.
• To apply for the position, click ‘Apply’ button at the top of the page.
• Follow the instructions to complete and submit your application.
• Kindly note that all mandatory fields must be completed.
• To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges, please send your email query to isupporthr@kra.go.ke 

If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke 
Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)
Note:
1. All applications from interested and qualified candidates must be submitted online via the process below.
2. ONLY shortlisted candidates will be contacted.
3. All applications should be submitted online by 26th May 2021.
4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
5. KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.

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