Job summary

The Dispatch Centre Manager will lead and optimise the performance of dispatch agents, ensuring exceptional customer experiences and operational efficiency. This role will drive service excellence, ensuring all interactions meet performance targets and service level agreements (SLAs). The ideal candidate will oversee team performance.

Min Qualification:

Bachelors

Experience Level:

Mid level

Experience Length:

4 years

Language Requirement:

English

Working Hours:

Full Time - 9 to 5

Applicant Location:

Kenya

Job descriptions & requirements

Description

Team training and coaching

Manage, coach, and mentor a team of dispatch agents

Conduct regular performance evaluations and provide constructive feedback

Support team members' professional development and training

Foster a motivational and productive work environment

Performance and operations tracking

Monitor call centre metrics, analyze trends, and identify areas for dispatcher upskilling

Recommend changes to increase customer satisfaction and efficiency, like improving average handling time

Ensure team adherence to quality standards, procedures, and SLAs

Monitor customer feedback to measure and improve satisfaction

Requirements

A degree in Education, Business Administration, Communication, or a related field is often preferred

Proven experience in coaching, training, or customer service, with at least 5 years in a supervisory or managerial role within a call centre

Strong leadership, communication, and interpersonal skills

Experience with performance management and coaching

Ability to analyze data and implement process improvements

• Manage, coach, and mentor a team of dispatch agents
• Conduct regular performance evaluations and provide constructive feedback
• Support team members' professional development and training
• Foster a motivational and productive work environment
• Monitor call centre metrics, analyze trends, and identify areas for dispatcher upskilling
• Recommend changes to increase customer satisfaction and efficiency, like improving average handling time
• Ensure team adherence to quality standards, procedures, and SLAs
• Monitor customer feedback to measure and improve satisfaction

• Leadership
• Communication
• Interpersonal skills
• Performance management
• Coaching
• Data analysis
• Process improvement

• A degree in Education, Business Administration, Communication, or a related field is often preferred
• Proven experience in coaching, training, or customer service, with at least 5 years in a supervisory or managerial role within a call centre
• Strong leadership, communication, and interpersonal skills
• Experience with performance management and coaching
• Ability to analyze data and implement process improvements