Manager Contact Centre at Kenya Revenue Authority (KRA)

Job Purpose:

To serve customers by planning and implementing call centre strategies and operations, improving systems and processes and managing staff.

Responsibilities for the Manager Job:

• Ensuring the necessary resources and tools are available for quality customer service delivery.
• Overseeing the maintenance of equipment; developing preventive maintenance programs; evaluating and implementing upgrades.
• Ensuring that customer support requests are prioritized responded to and resolved well.
• Implementing and ensuring a systematic method of maintaining records to support decision-making on future needs.
• Implementing and ensuring a systematic method of maintaining accurate records or correspondence with customers.
• Providing consultancy support and advice to internal and external customers.
• Handling all issues escalated and review customer complaints while tracking their resolution.
• Preparing contact centre performance reports by collecting , analyzing and summarizing data trends. Develop and implement support policies for customers.
• Determining Contact Centre operational strategies.
• Conducting needs assessments, performance reviews, capacity planning and cost benefit analysis.
• Improving Contact Centre operations by monitoring system and staff performance; and process improvement and quality assurance programs; and installing of upgrades.
• Implementing departmental policies, procedures and general administrative matters.

Qualifications for the Manager Job:

• A Degree in Marketing, Communication or any other related field.
• Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
• Minimum of 5 years’ experience in busy Contact Centre at management level