Friday, 22 January 2010

Customer Care Supervisor - Retail Centre Vacancy: Wananchi Group

The Wananchi Group is Africa's pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.

We're in the process of rolling out Africa's most innovative cable and WiMax network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.

We're seeking to fill the following position in the Group.

Customer Care Supervisor - Retail Centre

Basic Function

The position exists to manage and oversee a high traffic retail centre that serves Wananchi Group customers.

The incumbent will plan, promote and administer the Customer Service Operations at the retail centre to ensure a high quality level of service and interface with customers.

• Supervise a team of agents by providing leadership and managing performance in order to provide a delightful customer experience to Wananchi Group customers.
• Provide motivation, leadership and role model expected behaviors in areas of job performance, work ethic standards, self-management and employee empowerment.
• Ensure high level of customer service and staffing Levels through efficient scheduling and adjustment to meet service demands.
• Together with team, identify process improvement opportunities and proactively develop implementation plans.
• Establish, monitor, coach, and provide daily, weekly, and monthly feedback regarding performance against required individual goal achievement.
• Develop and implement development & performance improvement plans as appropriate.
• Communicate and manage expectations for quality and accuracy of work.
• Identify variances and create effective plans to address gaps.
• Maintain a high level of product, process and competitive knowledge.
Education, Experience and Skills
• 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skills.
• Strong analytic skills and comfort in PC based reporting systems and processes.
• Ability to maintain productivity under pressure and to multitask effectively.
• Must have superior coaching, leadership and interpersonal skills.
• Punctual, regular, and consistent attendance.
• Tact, diplomacy and sensitivity.
• Minimum of a bachelors degree.
If you're prepared for a challenging and exciting, high-growth career, send your application and detailed CV to: hr @, with the title of the position you are applying for as the subject of your e-mail.

The application deadline is 6th February 2010.

Only short listed candidates will be contacted.

Wananchi Group (K) Ltd.
Gateway Business Park,
Mombasa Road.

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