Key Responsibilities:

Leadership& Strategy

• Provide overall leadership for the inbound customer care department.
• Develop and implement customer service strategies to enhance service delivery.
• Align call centre operations with company objectives and performance goals.
• Plan staffing, resource allocation, and workflow optimization.

Team Management

• Manage and mentor team leads and supervisors.
• Oversee recruitment, onboarding, and continuous training of customer care staff.
• Foster a high-performance culture with clear accountability.
• Conduct leadership and team meetings to drive communication and cohesion.

Performance

• Track and analyze departmental KPIs (SLAs, call response times, FCR, quality scores, etc.).
• Implement performance improvement plans for teams and individuals.
• Ensure accurate call coding, reporting, and workflow compliance.
• Use data insights to improve operational efficiency and service levels.

Customer Experience

• Monitor calls and interactions to ensure adherence to quality and service standards.
• Handle and resolve escalated customer issues promptly.
• Identify service gaps and lead initiatives to enhance customer satisfaction.
• Collaborate with Sales, Operations, and other teams to streamline customer processes.

Reporting

• Prepare weekly and monthly reports for management.
• Ensure compliance with company policies, procedures, and industry regulations.
• Maintain accurate documentation of operations and performance records.

What you will need:

Qualifications and Requirements

• At least 5 years of experience as a Customer Care Agent.
• Degree or Diploma in Public Relations or a Business-related field.
• Fluency in both English and Swahili.
• Excellent communication and collaboration skills.
• High level of loyalty, professionalism, and integrity