Call Center Manager

Your Role

As Call Center Manager, you will be responsible for providing exceptional customer experience to our customers through our largest customer touchpoint. By leveraging the call center, you will grow KOKO’s competitive advantage and enterprise value.

What You Will Do

Deliver the best customer experience in Kenya
Oversee and grow the operations of the KOKO’s call center, including improving Call Center foundations, growing Call Center headcount and functionality, and designing and implementing a performance management system to evaluate the effectiveness of the Call Center
Oversee KOKO’s Call Center team of more than 30 team members including responsibility for budgets, staffing, policies and processes, delivering industry best practice service levels while relentlessly driving down costs
Work cross-functionally with other departments to improve processes that impact the customer based on insights gathered from customer interactions
Track, measure, analyze and report on overall Call Center productivity and efficiency
Build foundations for Call Center
Review current operating system
Upgrade existing processes, trackers, scripts
Improve visibility of KPIs including target setting and tracking
Establish Quality Assurance function/processes within Customer Care
Performance management
Lead Call Center team to better performance and improve service quality
Improve training capabilities for existing team
Provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques
Grow Call Center team by developing a system for recruiting, hiring, training, coaching and leading Customer Care Representatives as they provide support for Customers
What You Will Bring to KOKO

4+ years of work experience, including prior experience in a call centre or customer support role
Strong leadership, management, and interpersonal skills
Excellent written and oral communication skills
High proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
Ability to multitask, prioritize, and manage time effectively
Results orientation and comfort in a performance-driven work environment
Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
Proficiency with pulling, creating and analyzing reports and working with data
Team first attitude with a high level of dedication
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!


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About Bowmans (Law Firm)

Bowmans (Law Firm) help our clients overcome legal complexity and unlock opportunity in Africa. Our track record of providing specialist legal services in the fields of corporate law, banking and finance law and dispute resolution, spans over a century. With eight offices in six African countries and over 400 specialist lawyers, we draw on our unique knowledge of the business and socio-political environment to advise clients on a wide range of legal issues. Everywhere we work, we offer clients a service that uniquely blends expertise in the law, knowledge of the local market, and an understanding of their businesses. Our aim is to assist them to achieve their objectives as smoothly and efficiently as possible while minimising the legal and regulatory risks.