This role is for a Customer Care Manager leading the inbound customer care department. The successful candidate will be responsible for providing strategic leadership, developing and implementing customer service strategies, overseeing team performance, ensuring high standards of customer satisfaction, and maintaining operational efficiency in alignment with company objectives.
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.
Qualifications and Requirements:
To be successful in this role, you will need the following:
- 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.
