The Call Center Manager will be responsible for the overall performance and management of the hotel group's call center operations. This includes overseeing call center agents, ensuring excellent customer service, maximizing sales conversions, and achieving revenue targets. The role involves developing and implementing call center strategies, monitoring key performance indicators (KPIs), and continuously improving call center processes to enhance efficiency and effectiveness.

Description of Key Duties:

Leadership and Management:

Lead, manage, and motivate a team of call center agents, providing guidance, coaching, and performance feedback.

Recruit, train, and develop call center staff, ensuring they have the necessary skills and knowledge to perform their duties effectively.

Foster a positive and productive work environment that promotes teamwork, collaboration, and employee engagement.

Conduct regular performance reviews and identify areas for improvement.

Sales and Revenue Generation:

Develop and implement sales strategies to maximize call conversion rates and achieve revenue targets.

Monitor sales performance and identify opportunities to improve sales techniques and strategies.

Analyze sales data and trends to identify areas for improvement and make data-driven decisions.

Ensure agents are trained in upselling and cross-selling techniques.

Customer Service:

Ensure the call center provides excellent customer service and handles customer inquiries and complaints effectively.

Develop and implement customer service standards and procedures.

Monitor customer feedback and identify areas for improvement in customer service.

Resolve escalated customer issues and complaints.

Call Center Operations:

Oversee all aspects of call center operations, including call routing, call monitoring, and call recording.

Manage call center technology and infrastructure, ensuring it is up-to-date and functioning effectively.

Develop and implement call center policies and procedures.

Monitor call center performance metrics, such as call volume, call duration, and call resolution rates.

Shift & Workforce Planning; Manage agent scheduling and staffing levels to ensure optimal coverage 

Reporting and Analysis:

Prepare and present regular reports on call center performance, sales results, and customer feedback.

Analyze data to identify trends and make recommendations for improvement.

Provide insights and recommendations to senior management on call center performance and strategies.

Budgeting and Cost Management:

Develop and manage the call center budget.

Monitor call center expenses and identify opportunities to reduce costs.

Collaboration:

Collaborate with other departments, such as Central Reservations, Marketing and Sales, to ensure alignment of strategies and goals.

Work with the IT department to ensure the call center technology is functioning effectively.

Required Qualifications, Experience.

Bachelor's degree in business administration, hospitality management, or a related field.

Minimum of 5 years of experience in call center management, with a proven track record of success in sales and revenue generation, preferably within the hospitality industry.

Strong leadership and management skills, with the ability to motivate and develop a team.

Excellent communication, interpersonal, and customer service skills.

Proven ability to develop and implement sales strategies and achieve sales targets.

Strong analytical and problem-solving skills.

Knowledge of the Kenyan hospitality market.

Fluency in English and Swahili (written and spoken