Horizon Contact Centers Vacancies

Trainer

Position Summary:

The Trainer will be responsible for the facilitation and assessment of learning and development programmes. This will involve participating in the entire learning and development cycle – from needs analysis; programme design; delivery and post-delivery evaluation.

Main responsibilities:-

The incumbent will be responsible for the following areas:

• Analyse internal training needs in consultation with relevant stakeholders
• Implement appropriate training programmes.
• Assess, implement and continuously evaluate training methodologies
• Develop learning and development reports for statistical and routine decision making purposes.
• Represent and deliver learning and development initiatives in line with HR strategy and policies

Minimum requirements:

• A Bachelor’s degree - holders of a Bachelor’s degree in Education will have an added advantage
• Training certification is desirable
• Experience in designing training evaluation documentation is a pre-requisite
• Knowledge on training methodologies for adult learners
• 3 years relevant experience, experience in the Contact Center industry will provide an added advantage.
• Excellent knowledge of Microsoft Office
• Excellent command of the English Language, with a clear accent.
• Experience in content development and curriculum design
• Thorough understanding of Outcome Based Learning

Operations Manager

Position Summary

The Operations Manager will manage extensive, complex projects simultaneously in addition to leading the Operations and Quality Assurance sections.

Main Responsibilities

• Work collaboratively with cross-functional teams to develop comprehensive project plans and obtain required commitment. Project plans include: scope, roles/responsibilities, tasks/schedule, resources assignments, cost, quality assurance, communications, integration requirements, testing, and risk and issue management.
• Ensure all stakeholders and their needs are identified and managed.
• Effectively manage project work within the approved scope.
• Lead development of work breakdown structures and create detailed project schedules.
  
• Understand the dependencies and inter-relationships of the tasks and deliverables.
• Communicate project plans and routine updates on project status and issues/risks to the project team, stakeholders and management.
• Schedule and lead project meetings, including preparation of meeting agendas and meeting minutes.
  
• Track and follow-up on action items to closure.
• Handle project administration regarding the project library, deliverables tracking, issue/risk inventories, meeting scheduling and coordination, accomplishments reporting, etc.
• Manage the Operations and Quality Assurance sections in line with client KPIs.

Minimum requirements

• Minimum Bachelor's Degree, Project Management Certification preferred
• Minimum 5 years experience in project management with experience using a structured methodology
• Experience with analyzing and documenting business requirements and interfacing with application developers
• Good understanding of systems development lifecycle
• Experience in managing global projects in a matrix organizational structure
• Leadership and adaptability when facing unique challenges encountered on projects
• Proven ability to work independently and in a multi-tasking environment
• Strong analytical and problem solving skills. Must have good follow-up with strong attention to detail
• Strong written and verbal communication skills
• Strong meeting organization and facilitation skills
• Team player with good conflict resolution and influencing skills
• Track record of managing work to achieve milestones on time and within budget in a fast-paced environment
• Proficient in using Microsoft Office products (Word, Excel, PowerPoint, Project, Visio; Access is a plus)
• Experience with Call center processes or systems

Account Manager

Position Summary:

The Account Manager serves as the primary business contact for the client and is responsible for driving performance and ensuring client satisfaction.

The incumbent is expected to consistently provide excellent leadership to the team on the voice service projects assigned, as well as represent client needs and goals within the organization to ensure the highest level of service delivery within stringent performance targets.

In addition, the Operations Manager should build relationships with clients to encourage new and repeat business opportunities on the projects assigned.

Main Responsibilities:

• Delivering on all client Service Level Agreements.
• Monitoring systems and execution of work flow patterns for effective staff utilization
• Directing and monitoring adequate staffing levels to meet quality and budget standards
• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
• Assist in defining and establishing ongoing performance measures for centre personnel
• Monitoring and directing maintenance of standard operational procedures
• Identifying operating opportunities for continuous improvement and efficiencies
• Identifying performance and expectation gaps and facilitating resolution
• Aware and in pursuit of opportunities for account growth and new business opportunities, involving the Account Senior Management team
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.

Minimum requirements:

• Bachelor’s degree level, preferably with management training,
• Minimum of 2 years of supervisory Call Center work experience with at least 1 year in management capacity working with large teams.
• Excellent communication, representational and negotiation skills
• Excellent oral and written English
• Computer literacy (project planning, spreadsheets, word processing, email/internet)
• Demonstrated skills in leadership and management
• Strong people skills with ability to support, supervise and motivate professional staff
• Able to make decisions, take the initiative, and originate action

Business Analyst

Position Summary:-

The Business Analyst is responsible for collecting, compiling and evaluating data, both real time and historical, leading to improved processes and performance of various accounts.

Main Responsibilities:

• Prepare standardized and ad hoc reports from various data sources
• Interpret data and identify performance successes and concerns and present information to relevant stakeholders in a clear and concise fashion
• Issue guidelines concerning generation, completion and distribution of reports according to new or revised practices, procedures, or policies in liaison with the Business Leader; Analytics and Pricing
• Create and administer data warehouses and data marts.
• Design and implement workflows and data models to ensure clarity, define measurements and improve processes
• Identify opportunities to improve customer and business impact through using a process focused improvement approach.
• Identify, codify, and disseminate best practices (internal & external) in process management.
• Develops and documents functional specifications and decisions regarding projects requiring business process analysis.
• Participates in the design, development, implementation, and support of Enterprise Resource Planning System.

Minimum Requirements:

• Bachelor’s degree preferably in Finance, Mathematics or IT.
• Proficiency in Microsoft Excel, Access, Visio and/ or Smartdraw
• Proficiency in RDBMS software such as Microsoft SQL, Oracle and MySQL and a sound command of the SQL language.
• Minimum of 3 years experience in a similar position; experience in call centre operations will provide an added advantage.

Business Development Manager

Position Summary

The Business Development Manager is responsible for developing leads; preparation of proposals and Expression of Interest, and conducting market research on industry trends.

Main Responsibilities

• Continuously undertake market intelligence activities to identify new business opportunities.
• Develop a clear scoping process to enable a thorough understanding of client requirements for proposal writing purposes
• Prepare client proposals in conjunction with input from relevant departments internally and ensuring all aspects are considered e.g. insurance, financials, statutory and other legal matters.
• Converting proposals into closed deals
• Coordinate implementation of projects with Transitions team and relevant departments
• Design, collate and be the custodian of bidding presentations
• Maintain database of proposals and provide regular status reports to management on business development activities

Minimum requirements

• Bachelor’s degree in Business Administration
• Minimum of 3 years experience in a Contact center.
• Willing to meet and establish new business contacts on a regular basis
• Excellent writing and presentation skills
• Strategic thinker to develop new business opportunities
• Good knowledge on conducting business in Kenya
• Willing to work in a fast paced work environment, with tight deadlines
• Excellent sales and negotiation skills
• Able to coordinate multiple projects simultaneously
• Excellent understanding of contact centers operations

Application procedure

To apply for these positions, please log on to www.horizoncontactcenters.com

Closing date:- Friday, 13th May 2011