Job Description

Job Title: Call Center Operations Consultant

About This Job: Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Call Center Operations Consultant to work in Nairobi.

Key Responsibilities and Accountabilities:

• Develop reports on the marketing strategy, collating and identifying different metrics that can be used by the marketing department to identify number of customers reached and the marketing ROI


• Establish framework and procedures for staff performance reviews, needs assessments, cost/benefit analyses and other operational strategy assessments.


• Establish a high standard for productivity, quality, customer service as well as define user guidelines.


• Develop company systems for customer interaction and voice response and control the implementation process.


• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.


• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.


• Prepare an annual budget after estimating necessities and scheduling expenses.


• Design performance reports to regularly summarize, collect and analyze call center trends and data. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.


• Establish operational procedures to maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Knowledge, Skills and Experience:

• Minimum Bachelor’s Degree


• 10+ years of call center managerial experience


• Customer service experience preferred


• Motivated self-starter


• Excellent verbal communication skill

Application Procedure:

Interested and qualified applicants should CLICK HERE to submit their applications through the link below.

Note: Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

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