SportyBet Kenya is looking for an Operations Manager with experience in the fields of Customer Service and User Operations.
Someone who can fully monitor and analyse Chats, Calls, E-mails, while always bearing in mind that our focus and key point is the customer and the customer’s needs. This person must be a data-driven individual who believes that a thorough analysis, together with motivated Customer Service Agents and Team Leaders can improve the overall quality of the service.
Someone who is versatile and ready for the possibility of handling other matters related to offline operations, business development or even operational-heavy marketing activities.
This is a full-time job, where you are an experienced person who will be given the opportunity to handle and supervise a team(s) of Customer Service.
Experience in handling teams of employees, customers and Customer Service is a must for this role. Salary is offered based on the last drawn salary slip and/or experience
Skills and Educational / Qualification Requirements:
- Bachelor’s/Master’s degree from any stream
- 5+ years of experience of handling customer service/support operations
- Handled a team size of 10+
- Excellent communication skills with outstanding command over English language
- Computer savvy and strong knowledge of MS Office i.e. MS Excel, PowerPoint from reporting perspective
- Experience working with Zendesk, Avaya, Salesforce or other CRM platforms
Candidate Profile:
- Analytics-driven individual with excellent problem-solving skills
- Flexibility and 24×7 availability to support the team in need, mange crisis situation so that business runs smoothly
- Someone who excels at Teamwork and is Proactive
- Team player, who understands that they are leading a Team, thus, who has to understand their Team’s needs
- Understanding of Customer Service and is capable of obtaining feedback to improve the service provided by the company
- Tracking the agents’ activity and making Reports
- Dynamic and is also able to handle business-related activities if required
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