Brief Description
Responsible for ensuring that Customer Excellence Center operations and workflow procedures are in place and adhered to, to maximize staff productivity and work efficiency. The role will support the Customer Excellence Center teams in various Man-power planning and administrative tasks. The role will liaise with the Quality Assurance team to ensure that the Customer Excellence Center agents are adhering to the set standards, procedures and policies of Kenya Airways while offering the highest-level of service. The role will coordinate with the IT department to ensure maximum System availability of Customer Excellence Center systems and work stations. Responsible for Customer Excellence Center Performance management reports & insights on service improvement as per industry standards and global trends.
Detailed Description        

Principal Accountabilities (KeyPerformance Area)

Responsible for resource planning and allocation of manpower , stationery and equipment: Monthly Roster planning.
Responsible for staff leave management, ensuring that all leave requests are applied and approved on iPride prior to staff proceeding on leave.
Ensure all Workstations within the Customer Excellence Center are fully functional in liaison with Information Technology desk and Properties Departments
Ensure all staff have the necessary tools and security access to perform their daily tasks in liaison with HR and stakeholder departments.
Support the induction of new staff/interns at Customer Excellence Center
Perform continuous audits on staff availability and attendance and flag deviations to Customer Excellence Center Management.
Plan for training slots in liaison with the Quality and Training Manager.
Review and document SOP’s and processes to enhance Customer Excellence Center operations and maintain high quality delivery of work.
Tallying of daily, monthly, yearly Customer Excellence Center team performance and delivery of management reports on the same
Coordinate on budgets and ERP requisitions in liaison with the Manager of the Customer Excellence Center
Oversee projects within the Customer Excellence Center

Job Requirements        

Qualification(Minimum)  

Degree or Equivalent in a related field
Customer service professional
Minimum of 6 years’ experience in the airline or contact centre operations industry 3 of which must have been in a supervisory role.
Project management and Planning will be an added advantage
Knowledge of Contact Center operations is an advantage

Additional Details        

Excellent Planning and organization skills
Excellent demonstrable knowledge of Customer Excellence Centre SOPs
Excellent written and verbal communication skills
A team player with strong interpersonal skills and a positive attitude
Strong organizational skills
Strong analytical skills
Problem-solving skills.
Good report writing skills.
Computer literacy