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)
How to Apply
