Posted:Jan 14
By:Hiring Kenya
Company Details
Industry:
Education Management
Description:
Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations. We are a next generation business intelligence unit with smart communication solutions. Calltronix aims to be a one stop shop for all your telephony, IT and marketing needs, offering convenience, productivity, cost savings, and reliability. Calltronix Contact & Training Centre is a Business Process Solutions Company providing, customized service solutions to a wide variety of industries, providing multi-channel support services, including Telephony, customer relationship management (CRM) customization, contact Centre operations, digital marketing, lo- gistics, POS and other support solutions to our clients, emerging organizations, across our multi-site operations in Kenya, Uganda, Tanzania and Djibouti.
Job Description
Primary Responsibilities:
- Call analysis by Monitoring both inbound and outbound interactions to ensure that agents are providing excellent customer service as per predefined quality metrics.
- Compile and promptly prepare daily, weekly, and monthly reports according to approved reporting standards.
- Track agents' performance, systems, and tools
- Ensure that Customer Service Executives (CSEs) perform in line with the company's objectives.
- Continuously evaluate and identify key behaviors and issues that either drive or reduce sales and customer satisfaction, in order to address any deficiencies.
- Assess agents' quality performance.
- Recommend, implement and monitor corrective actions to ensure quality standards are achieved
Desirable Skills & Qualifications:
- Degree in Business Administration or any related field.
- Minimum of 1 year experience in customer service.
- Excellent communication and interpersonal skills.
- Highly motivated, organized, detail-oriented, and innovative.
- Strong presentation and articulation skills.
- Team-oriented with a focus on execution and strategy.
- Commitment to continuous learning and development.
- Understanding of Contact Centre best practices.
Education: Degree, Diploma
Employment Type: Full Time
