Job Title: Assistant Head of Call Center

Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services.

Our site has continuously gained trust among Kenyans enabling us to be the Mobile App of the Year| Shopping and E-commerce in Kenya.

We have had a tremendous impact among our buyers and sellers which has positively contributed to their growth.

We are looking for a suitable candidate who will join us as an ASSISTANT HEAD OF CALL CENTER who understands how to manage the day-to-day operations by  providing support and assistance in a variety of areas, including training, scheduling, coaching, and more.

RESPONSIBILITIES

The following are duties you will be responsible for:

• Assist Head of Call Center to manage the day to day performance of the Contact Centre Operations to deliver the best in service, meeting or exceeding all KPIs


• Assist in the training of all call center representatives to ensure all representatives have the correct product knowledge at all times


• Together with Call Center Head, establish goals for the call center representatives to follow and achieve daily, weekly and monthly targets


• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction


• Assist Head of Call Center to come up with motivational strategies and rewards to improve and sustain morale of the call center to ensure that staff members are achieving the desired results


• Be readily available to answer call center executives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the call center executives


• Taking on other tasks or projects to support employees, other managers, and call center operations upon request

REQUIREMENTS

We believe that you will succeed better if you possess the following:

• Bachelor’s degree in business, communications, or related field


• Have at least 1 year experience as an Assistant head of Call Center or Team Lead


• Proven ability to manage team to achieve desired results


• Excellent communication, interpersonal, and leadership skills


• Ability to work well under pressure and meet deadlines

BENEFITS

We generally offer a vibrant culture, great work ambiance, and a super intelligent workforce  in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s obvious that for efficient work you need to stay in favorable working conditions.

That’s why we offer you the following benefits:

• Compensation - Competitive salary plus bonus on targets


• Transport to and from work daily


• Employee Engagement Activities – Monthly TGIF’s, Annual Team Building and amazing End of Year Parties


• Working Environment – Modern office, serene outdoors, no dress code, thematic Friday’s for culture appreciation


• Personal Development – Team comprising of young brilliant minds, an environment that encourages and welcomes ideas, creativity and innovation

TO START THIS CONVERSATION

Please send your CV to hr@jiji.co.ke using the job title as the subject of your email.

We look forward to speaking with you more about this opportunity.