1. Purpose

To ensure the effective management of all aspects of the campaign to ensure delivery against client performance  standards.

2. Responsibilities

KRA / Main Outputs and Responsibilities

Detailed Description

A. Ensure efficient operation of the campaign teams

  • Respond to escalated customer and system issues from Team Leaders
  • Continually evaluate Team Leader performance and conduct regular quality assurance checks of calls and adherence to client processes and procedures
  • Ensure Agents and Team Leaders are paid according to Company incentive and commission schemes
  • Recruit new employees (Team Leaders) and ensure appropriate training of new employees
  • Liaise with the client on campaign issues such as new scripts, product changes and process improvements  Adhere to the Operations Manager Operating Rhythm and monitor adherence to the Team Leader Operating Rhythm

B. Management of the Team Leaders

  • Provide daily direction and communication to Team Leaders on campaign performance through regular team talks
  • Assist with workforce planning issues
  • Assist Team Leaders with warnings and appropriate corrective action for discipline and performance issues.  Coach Team Leaders on workforce issues
  • Work with Team Leaders to determine training needs for Agents and Team Leaders.
  • Provide a Subject Matter expert role

C. Ensuring continuous improvement of campaign

  • Implement methods to improve team operations, efficiency and service to customers and clients.
  •  Analyze statistical and performance feedback on teams and coach Team Leaders on performance improvements
  • Ensure employees have access to appropriate training and other resources to perform their jobs.
  • Provide input into work procedures and processes that support the company and/or departmental procedures.
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

D. Financial Management

  • Collate and recommend Overtime
  • Propose incentives for the team for Line Manager approval.

E. Level of Authority

  • Works according to standard guidelines and accepted work practices / norms
  • Refers issues not covered by procedures or prior experience to the line manager
  • May refer to regulatory requirements, service level agreements and company procedures prior to referring the matter to the line manager.
  • Planning time frame is typically 1-3 months

3. Size

Operations Managers generally have 5-7 Team Leaders working for them with a ratio of 1 Operations Manager to 70-90 agents.

Usually work in a team of up to 6-7 colleagues of a similar level.

Role Dependant – budget / single vs multiple customer base – refer to complexity matrix

4. Skills and Competencies

  • Planning and Organizational Skills; defining performance standards and meeting service levels; manage resources.
  • Leadership skills; ability to lead and motivate a team
  • Strong and adaptable communication skills with the ability to influence and motivate
  • Business Analysis; ability to analyze and interpret the metrics
  • Financial management; understanding of developing and managing budgets and forecasts; control of expenditure and consequences of deviations; commission structures; financial acumen
  • Stakeholder relations; managing the expectations of internal and external customers
  • Coaching Skills; ability to deliver constructive feedback
  • Relationship Management; ability to balance internal vs external customer requirements
  • Adaptability / Resilience with the ability to manage under pressure
  • Decision making skills
  • Initiative / Proactive

5. Experience, Knowledge and Qualifications

  • KCSE Certificate or equivalent.
  • Tertiary education or equivalent NQF level 5 qualification preferable
  • Excellent verbal and written communication skills
  • 2-3 years’ experience as a Team Leader in a Call Centre environment
  • 1 years’ experience as a Operations Manager in a call center environment
  • 6-12 months’ experience in Financial analysis and forecasting
  • A good understanding of data / dialer strategies or inbound operations

6. Key Competencies

  • Professional behavior
  • Excellent attendance and punctuality
  • Excellent command of the English/ Swahili language Ability to deliver excellent customer service
  • Self-driven
  • Customer centric approach
  • Ability to multi-task
  • Ability to handle and pacify difficult customers
  • Effective communication skills – both verbal and non-verbal. Must always be friendly and willing to provide assist others. Basic computer and typing skills
  • Must be always punctual and able to put in flexible working hours
  • A good listener with sound judgment
  • Ability to cope in a fast-paced job environment
  • He/she must be able to critically analyze all situations and solve problems efficiently.

7. Essential Requirements:

  • Flexible and able to work shifts
  • Insurance or Banking experience is advantageous
  • Computer Skills
  • Degree or Diploma is an added advantage


Note: Deadline for applications is not later than 5:00 Pm, March 10th, 2023.

Only shortlisted applicants will be contacted.


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