Katoro Service Centre.

KEY RESPONSIBILITIES:

• Customer Service Management: Drive a customer-centric culture, ensuring high service standards and prompt resolution of customer issues.
• Operational Leadership: Oversee day-to-day service center operations, ensuring smooth workflows and optimal resource utilization.
• Risk Management & Compliance: Implement and maintain an effective risk management framework, ensuring adherence to regulatory and internal compliance requirements.
• Performance & Efficiency: Monitor key performance indicators (KPIs) and implement strategies to enhance efficiency, productivity, and service delivery.
• Team Leadership & Development: Provide guidance, coaching, and motivation to staff, fostering a high-performance work environment.
• Resource Optimization: Ensure efficient allocation and utilization of resources to enhance service delivery while controlling operational costs.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional –

Particulars

Detail

Specific Field or Qualitifaction

Need Type[1]

Education

Bachelors Degree

Bachelor Degree from any recognized institution

RQ

Professional Qualifications

NBAA, CPA (T), ACCA

ES

Masters Degree

Business Related

AA

Experience – ….Years

Total Minimum No of Years Experience Required

5

• Drive a customer-centric culture, ensuring high service standards and prompt resolution of customer issues.
• Oversee day-to-day service center operations, ensuring smooth workflows and optimal resource utilization.
• Implement and maintain an effective risk management framework, ensuring adherence to regulatory and internal compliance requirements.
• Monitor key performance indicators (KPIs) and implement strategies to enhance efficiency, productivity, and service delivery.
• Provide guidance, coaching, and motivation to staff, fostering a high-performance work environment.
• Ensure efficient allocation and utilization of resources to enhance service delivery while controlling operational costs.

• Bachelor Degree from any recognized institution
• Professional Qualifications: NBAA, CPA (T), ACCA
• Masters Degree in Business Related field