Assistant Manager-Operations at

2 weeks ago

Nairobi, Nairobi Area, Kenya iSON Xperiences Limited Full time

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

About Job


The Assistant Manager in collaboration with the Location leadership drive achievement of Service Level Agreement and adherence to customer service delivery procedures and processed.

In addition will also be responsible for coordination with other internal stakeholders on workforce requirement and Service Level compliance through regular quality checks and reviews, and interact with the client on regular basis to determine the level of customer service satisfaction an ascertain areas of improvement based on the client feedback.

Summary
We are seeking a highly motivated and experienced Assistant Manager - Customer Service Operations to join our team.

The Assistant Manager will collaborate with location leadership to drive the achievement of Service Level Agreements (SLAs) and ensure adherence to customer service delivery procedures and processes.

This role will also be responsible for coordinating with internal stakeholders on workforce requirements and service level compliance through regular quality checks and reviews.

Additionally, the Assistant Manager will interact with clients regularly to assess customer service satisfaction levels and identify areas for improvement based on client feedback.


Responsibilities:

Work closely with location leadership to drive the achievement of Service Level Agreements (SLAs) and ensure adherence to customer service delivery procedures and processes.

Coordinate with internal stakeholders on workforce requirements and service level compliance through regular quality checks and reviews.

Interact with clients on a regular basis to assess customer service satisfaction levels and identify areas for improvement based on client feedback.

Supervise and provide guidance to customer service teams, ensuring excellent service delivery and adherence to company policies and procedures.

Conduct regular performance evaluations and provide feedback to team members to enhance their skills and performance.
Collaborate with cross-functional teams to identify process improvements and implement best practices.
Prepare and deliver presentations to clients and internal stakeholders to communicate performance metrics and improvement plans.
Maintain up-to-date knowledge of industry trends and best practices in customer service management.

Requirements

Education :
Minimum of a Bachelor degree from a registered tertiary institute

More Details on Experience :

At least three (3) years' experience gained in a supervisory role in a call centre or Business Process Outsourcing Company.

More Details on Skills

Excellent Client Management skills with a proven track record of building and maintaining client relationships.
Strong presentation and influencing skills.
Exceptional work ethics and passion for delivering outstanding customer care experiences.
Excellent communication skills (verbal and written), with the ability to communicate effectively with internal and external stakeholders.

  • Senior Contracts Management Assistant at

    1 month ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Operations & Admin Assistant at

    1 month ago

    Nairobi, Nairobi Area, Kenya Lwala Community Alliance (LCA Full time

    Integrated Approach When a family in Lwala, Kenya, is affected by a HEALTH CHALLENGE, like HIV, they are simultaneously impacted by FINANCIAL INSTABILITY and EDUCATIONAL BARRIERS. Our communities are not looking for vertical solutions or silver bullets. They see the causes of poor health as complex and nuanced – so do we.Job SummaryLwala seeks the service...

  • Trade Operations Assistant at

    10 hours ago

    Nairobi, Nairobi Area, Kenya Technobrain Full time

    With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development.Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techno Brain has achieved leadership positions in areas such as Public...

  • User Operations Assistant at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Transsion Full time

    Transsion Holdings is a Chinese manufacturer of mobile phones based in Shenzhen. It was the largest smartphone manufacturer by sales in Africa in 2017, and also sells mobile phones in the Middle East, Southeast Asia, South Asia, and Latin America. Its brands include phone brands such as Itel, Tecno, Infinix; after-sales service brand Carlcare; and...

  • Admin/ Operations Assistant

    3 days ago

    Nairobi, Nairobi Area, Kenya MSVL Group Full time

    ABOUT THE COMPANYWe are a team of dedicated professionals from Finance, Accounting, Human Resources, Career Counsellors, Mental Health Consulting and ERP sectors. Headquartered in Kenya, East Africa, with affiliates based in Africa, India, Middle East, North America, we offer an entire spectrum of consultancy services in Human Resources, Placements &...

  • People Operations Assistant at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Savannah Informatics Full time

    Savannah Informatics Limited (Savannah), is a clinician-led health informatics company delivering innovative and interoperable healthcare solutions to improve access to affordable quality healthcare. Savannah is privately owned and has an established footprint and operating base in Kenya with over 140 employees, majority of whom are informatics...

  • Field Operations Manager at

    7 days ago

    Nairobi, Nairobi Area, Kenya 60 Decibels Full time

    60 Decibels is a tech-powered impact measurement company that makes it easy to listen to the people who matter most. We've been in business as an independent entity since early 2019, when we spun out of the global Impact Investor Acumen. We believe that the best way to understand social impact is by talking to the people experiencing that impactAbout the...

  • Field Operations Manager

    1 week ago

    Nairobi, Nairobi Area, Kenya 60 Decibels Full time

    ABOUT THE COMPANY60 Decibels is a global, tech-enabled impact measurement company that brings speed and scalability to social impact measurement and customer insights. We provide genuine benchmarks of impact performance, enabling organizations to understand impact relative to peers and set performance targets.We have a network of 1200+ researchers in 80+...

  • Team Assistant(Temporary) at

    1 month ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Administrative Assistant at

    7 days ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Assistant Flight Operations Engineer

    1 week ago

    Nairobi, Nairobi Area, Kenya Jambo jet Full time

    ABOUT THE COMPANYJambojet, a brand of Kenya Airways, is Kenya's first low-cost airline. Operating from Jomo Kenyatta International Airport in Nairobi, Jambojet has set to revolutionize the way you travel by opening up the skies for all to fly for less. We aim to provide affordable air travel because flying really is for everyone.JOB SUMMARYPrepare for...

  • Administrative Assistant at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Procurement Assistant at

    1 month ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Procurement Assistant at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Finance and Budget Assistant at

    4 days ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Operations Support Manager at GardaWorld

    1 month ago

    Nairobi, Nairobi Area, Kenya GardaWorld Full time

    GardaWorld International Protective Services is the international security division of GardaWorld Security Corporation, the world's largest privately owned security company. Our services include static security, consulting, threat monitoring and reporting, crisis response, logistical support, mobile security, close protection, training and risk...

  • Team Assistant at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Team Assistant at

    1 month ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...

  • Assistant Manager

    3 weeks ago

    Nairobi, Nairobi Area, Kenya Kenindia Assurance Company Limited Full time

    Kenindia Insurance Ltd, was established as merger of Indian Insurance Companies operating in Kenya to form a vibrant joint venture with moral and financial support from leading local business elite on 6th December 1978.Main Purpose of the Job - (Job Summary)Implement the Compliance Strategy by ensuring compliance by the business with applicable legislation...

  • Finance and Budget Assistant at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya United Nations Office at Nairobi (UNON) Full time

    United Nations and regional organizations; provides administrative and other support services to the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat); provides joint and common services to other organizations of the United Nations system in Kenya, as applicable; and manages and implements the...