Deadline of this Job: 01 February 2023
JOB DETAILS:As a supervisor you will manage a team of Customer Service Representatives based in Nairobi, Kenya. You will be reporting to a Senior Supervisor, responsible for different sites. Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality and customer centric service offering.
Your role includes but is not limited to:
• Accountable to review, assess and predict inventory levels, call-inflow coordinating daily allocations and planning ahead to optimize staffing levels and to maximize operational results.
• Accountable to ensure that your team delivers the expected productivity, quality and customer satisfaction scores both on an individual and on a group level
• Be a role model for a high performance culture and proactively manage performance in the team by taking appropriate actions.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Customer Service Management Team.
• Embrace and promote change a with positive can-do attitude
• Recommend and implement innovative strategies to improve efficiency and provide excellent customer service
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
• Being responsible for follow-up of capacity planning and absences in close cooperation with HR
• Having quarterly check-in conversations with all team members and regular 1:1s
• Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.
• Proactively address and/or escalate any operational risks to the Senior Supervisor
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
• Represent the Organization during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.
• Do regular internal auditing for your team members depending on their necessity for feedback and improvements.
What skills do you need?
• Strong performance track record of achieving KPIs
• International mind-set, with holistic approach. Able to work remotely with peers across locations.
• Striving for excellent service to our members, clients and providers is part of your DNA.
• At least 2 years of experience as a Team Supervisor/ Team Manager in contact center and/or back office teams or relevant leadership experiences in other functions/companies
• Experiences in and passion for coaching, managing, developing and motivating individuals and the team.
• Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
• Strong data analysis skills
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members
• Action-orientated problem-solving attitude
• Excellent organization, planning and prioritization skills
• Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
• Accountability – assume ownership for achieving personal results and collective team goals
• High resilience to work under pressure
Deadline of this Job: 01 February 2023
JOB DETAILS:Key Responsibilities.
• Meet with all clients referred to Livelihood’s resource Centre for needs assessment and guidance on the services being offered by REBUILD project.
• With support from other REBUILD staff members, register the clients through CommCare application.
• Conduct outreach to assess and provide support to the REBUILD Clients regarding the services offered at the Livelihood resource centers.
• The case worker will be independent, responsible ensuring case actions plans and relevant administrative forms that facilitate accountability & planning are updated on a daily and weekly basis;
• The case worker will commit to maintaining excellent documentation of case management database in line with the REBUILD Project SOPs
• Provide clients with direct services, advice or linkages/referral to protection services Identify needs of women and children and refer clients to agencies within IRC network that provide specific protection and gender – based response services
• With the support of Livelihoods Officer, direct and mentor clients to livelihoods services
• Work closely with Business and apprenticeship officer to rollout Learn to earn curriculum to Business clients.
• With support from Livelihoods officer and Business training and apprenticeship officer carry out job counselling.
• Ensure all documentations on reported clients and referrals made are updated, accurate, organized and well maintained.
• With support from Client responsive senior officer, support in organizing and attending client feedback fora and document.
• Participate in community outreaches/awareness creation as organized by the protection team.
• Act as a professional and educational counselors and social workers to make sure the needs of clients are attended to
• Undertake any other duties as directed by the supervisor.
Monitoring and Reporting
• Plans and conduct follow up visit to clients ensuring they are accessing quality services at Vocational training Institutions, Apprenticeship partners and business premises.
• Make follow up to client with protection issues referred to other partners for services.
• Prepare and submit reports as required and incorporate client’s feedback in a timely manner, including information related to services received.
• Work hand in hand with other REBUILD staff especially Livelihoods senior officer and Livelihoods assistant in ensuring daily attendance timesheets are filled and collected on time.Work with data officer in updating the database in the CommCare on clients registered and accessing services.
Key Result Areas
• Ensure timely client needs assessment and services are provided as per REBUILD project requirements.
• Facilitate timely linkage/referrals to protection services as needed.
• Offer Business counseling services
• Provide career guidance and labour market information to clients.
Qualifications
• Higher Diploma or Degree in Social Work/Social Sciences/Counseling/psychology/ community Development or other related field preferred.
• Counseling and experience/ working with reputable organization or local organizations/groups, in provision of counseling and psychosocial, Livelihoods/ economic and social empowerment support to clients both urban Refugees and Vulnerable Kenyans Youth especially women and girls.
• Excellent listening and observation skills, including ability to create trust, support, respect and interact with clients of all background and diversity.
• 2-3 years’ experience working with Youth especially Refugees in direct service provision in the areas of Livelihoods and/ Protection.
• Good facilitation skills
• Clear understanding, including demonstrated positive attitudes on Refugees Rights
• Ability to maintain confidentiality and respect for clients at all times is essential.
• Ability to lead, train, supervises, facilitates and motivates other Re:Build staff and local partners in their respective tasks in a professional, respectful and supportive manner.
• Positive and professional attitude, able to organize, maintain composure and prioritize work under pressure, work for longer hours when necessary and be able to coordinate multiple tasks with adherence to detail.
• Team player
• Fluent in English and Swahili
Deadline of this Job: 31 January 2023
JOB DETAILS:Halisi Labs is looking for an experienced, focused and aggressive Head of Call Center to run all our call center operations
Duties
• Product Training
• Develop Sales Strategies to meet targets
• Team Management
• Monthly reporting on work done and operations
Qualifications
• Experience as a Call Center Team Lead or Manager for 6months and above
• Excellent experience in sales, developing sales strategies
• People management skills
Compensation
• Competitive retainer comensurate with experience
• Bonus/Commissions on team targets
• Staff Lunch
• Airtime and Data facilitation
• Interact with sales guru's worldwide