Senior Manager Core, Premium & SMS Segment

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

SENIOR MANAGER CORE, PREMIUM SMS SEGMENT

REF: CC_SMCPSS__JUNE _2013
We are pleased to announce the following vacancy in the Call Centre Operations Department within the Customer Care Division In keeping with our current business needs; we are looking for a person who meets the criteria indicated below:
Reporting to the Head of Department, Operations, the primary objective of this role is to define, implement and sustain the customer service operations strategy to meet the demands of customers within the segments classified as CORE and Premium customers; managing the SMS and outbound team and Leading a team of shift managers, Team leaders and Customer experience assistants.

The job holder’s key responsibilities will be to:

• Defining, recommending and constantly reviewing cost effective and sustainable customer service channels for the assigned segments;
• Support and align the team’s service delivery towards the set strategy for the assigned customer segment;
• Work in collaboration with the customer care business partners & process manager in defining, designing processes and procedures to ensure superior customer service experience for the core and premium segments;
• Identify resource requirements and recommend the needs to the HOD Customer Care Operations;
• Make contribution to the budget requirements within the financial year;
• Review current systems adequacy and ensure that there is periodic check of faulty machines;
• Review all processes & procedures/Service Level agreement & recommend changes where applicable;
• Communicate strategic objectives of the Premium/Core queue to the managers and CEAs where applicable;
• Set SMART objectives with focus on the assigned customer segment’s expectations for the CEAs, Team Leaders and shift managers in liaison with the HoD Operations;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Degree in a business discipline or Social Sciences.
• 7-8 years working experience in a customer service environment of which 2 yrs must have been in management or supervisory role.
• Excellent knowledge of Safaricom products and services.
• Commercial Awareness.
• Excellent communication, influencing, negotiation and stakeholder management skills;
• Problem solving and decision-making skills.
• Project management experience with proven methodologies.
• Business development and customer relationship management experience.
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.
• Ability to deliver world class services and high impact results.
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
• Enthusiastic, personable and flexible.

If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. The deadline for application is Monday 17th June, 2013.

The Head of Talent & Resourcing 
Safaricom Ltd
Nairobi
Via E-mail to: hr@safaricom.co.ke