Contact Centre Manager

AutoXpress is Kenya’s leading supplier of tires, wheels, batteries, suspension parts, and vehicle services with an existing countrywide network of 57 branches. We represent world-class brands extending superior service to our customers with an identifiable difference. As we expand our network, we are looking to recruit a dynamic individual who assists the team in achieving their mandate.

BASIC FUNCTION

The Contact Centre Manager is responsible for managing the performance, productivity, and quality of the contact centre. This includes leading a team of supervisors and agents, implementing strategies to improve customer satisfaction, and ensuring the contact centre operates efficiently to meet business objectives. The Contact Centre Manager will also focus on employee engagement, development, and creating a positive work environment.

KEY RESPONSIBILITIES

Operational Management:

Oversee day-to-day operations of the contact centre, ensuring that performance metrics (KPIs) such as call handling time, customer satisfaction, and service level agreements (SLAs) are met.

Customer Satisfaction:

Implement strategies to enhance customer experience, handle escalations, and ensure quick resolution of customer issues.

Performance Monitoring:

Track and analyze key performance indicators (KPIs), ensuring that the team meets targets related to call volumes, response times, quality, and customer satisfaction.

Staff Development:

Plan and coordinate training programs to ensure all team members have the skills and knowledge to deliver high-quality customer service.

Team Leadership and Management:

Motivate, lead, mentor, and develop a team of supervisors and agents, conducting performance reviews, providing coaching, and addressing any performance issues. Handle conflicts that may arise. Organise shift and leave management plans for the number of staff required to meet demand

Process Improvement:

Identify areas for improvement within the contact centre’s processes and workflows, and implement solutions to increase efficiency and service quality.

Technology Utilization:

Oversee the use of contact centre technology (CRM, call management system, SaaS software) and ensure all systems are updated and used effectively to support business goals. Report any technological issues and ensure they are resolved within the stipulated SLAs.

Data Management:

Ensure the capture and accuracy of interaction data

Budget Management:

Manage the contact center’s budget, including staffing, equipment, supplies and other resources, to ensure cost-effective operation.

Reporting:

Prepare regular reports on contact centre performance and share insights with senior management to guide strategic decisions.

Compliance and Quality Assurance:

Ensure compliance with company policies, industry regulations, and customer service standards, conducting regular quality checks and audits. GDPRS compliance.

Employee Engagement:

Foster a positive work environment, promoting employee engagement and motivation through recognition programs, team-building activities, and open communication.

Interdepartmental Coordination:

Liaising with relevant departments (HR, marketing, finance, operations) where required to ensure smooth operations of the Contact Centre in relation to business goals

SKILLS, EXPERIENCE AND QUALIFICATIONS

• Degree in Business, Management, Communication, Customer Service, or a related field.
• Proven experience in managing an omnichannel contact centre and customer service team of 20+ people.
• Strong leadership and team management skills.
• Outstanding sales and customer service skills
• Excellent communication and interpersonal skills.
• Proficient in contact centre software, CRM, SaaS, and call management tools.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and handle high interaction volumes.
• Analytical skills to assess and improve processes and performance metrics.
• Knowledge of customer service best practices and industry standards.
• Budgeting and financial management experience.
• Automotive industry knowledge
• Reporting skills
• Knowledge of industry compliance standards such as GDPR

CULTURAL COMPATIBILITY

• Customer-centric mindset
• Flexible in working hours and in approach
• Absolute Authenticity
• Passionate
• Collaborative
• Boundary Pushing
• Treat everyone with trust and respect
• Work as one team to deliver seamless products and services
• Continuously look to improve and innovate
• Patience when handling difficult situations
• Confidence and good business sense
• Goals and target focused
• Positive approach to change management