Call Center Supervisor at TNS RMS East Africa Ltd

Job Title: Call Center Supervisor

Employer: TNS RMS East Africa Ltd

Duty Station: Nairobi, Kenya  

Application Deadline: 18th Oct 2013

Duties and Responsibilities:

• Provide personal leadership to staff and interviewers both individually and through their development as a team.
• Monitor team performance to ensure delivery of projects to budget and schedule; take timely corrective action when required.
• Ensure all shifts within the center have sufficient management cover.
• Act on departmental KPIs to boost productivity and efficiency; review/develop best practice to increase productivity and overall performance.
• Ensure proper project set-up prior to jobs going live
• Conduct project briefings as required
• Manage sample and quotas during live fieldwork
• Oversee and manage progress on all projects within the call center taking a pro-active approach identifying and acting upon potential issues before they become problems
• Keep Client Service informed at all times regarding progress on their projects always aiming to exceed expectations and developing excellent relationship
• Provide  Head of Field with regular reporting on all projects and feedback on the call center operation, any successes and problems encountered
• Ensure that required quality standards are met and all monitoring is completed during fieldwork
• Motivate and work with individual interviewers to help them develop, achieve optimal productivity and quality
• Ensure that all work undertaken is carried out in accordance with industry and Company standards.
• Maintain control of the proper use of all Company assets and monitors their effectiveness.
• Long-term planning and scheduling of projects within the centers; monitoring of workloads and resource utilisation, assessment of recruitment needs
• Recruitment, training, and day-to-day management of interviewers
• Review end of project costs (budgets vs. actuals), close projects in the department and conduct post-project reviews as needed.
• Oversee interviewer payroll including maintenance of departmental payroll systems and management of payroll staff ensuring the accuracy of data submitted and that payroll deadlines are met.
• Any other relevant duties as requested by the  Head of Field

Qualifications:
• Preferably 1st Degree
• 3 years’ Experience of working within a call center environment, preferred – Must have worked in a call center for 3 years as a Team Leader or a Team Supervisor
• Knowledge of CATI software (NIPO), preferred. NIPO may not be east to get. Kindly indicate – Knowledge of Agent Call Distributor systems
• Track record of managing at least 50 people including training (min. 2 years) with an ability to manage the team performance within a highly changing environment.
• Track record of managing work to budgets to deadlines (min. 2 years)
• Understanding of project and financial management
• Demonstrated ability to plan staff scheduling/capacity. Must have work force management experience
• Track record of developing and maintaining excellent internal and external stakeholder relationships
• Excellent analytical and communication skills
• Must have worked with an Agent preferred with international clients
• Ability to pull performance reports on excel
• Clear understanding of call center service level metrics
• Previous outbound B2B sales a plus
• Ability to work to under pressure and in  a highly flexible environment
• International exposure a plus
• Understanding of Call center CRM softwares

How to Apply:

If you believe you fit this profile send your application by email to: recruitment.tnsea@tnsglobal.com