Social media team leader

• Aug 2018 - Present

• Provide effective management of all escalated issues and continuous improvement of business processes• Document recommendations and ensure implementation leads to improved performance• Provide and implementing an effective coaching methodology and process• Enable staff to achieve their performance target, identify training and development requirement, and manage disciplinary issues.• Prepare daily, weekly and monthly report to management• Develop and build team motivation• Leads on various projects that had established• Making sure agents are responding correctly and on timely basis on social media• Manage all operations under social media pages, webchat, emails and Telegram channel. Show less

Workforce Analyst

• Apr 2018 - Aug 2018

• Generate and provide performance reports per agents, per team and for the entire call centre on a daily, weekly, monthly and quarterly basis.• Analyse historical data and forecast the trends• Develop, implement and manage effective shift schedules for call centre.• Analyse performance statistics and trends (i.e Social media statistics) and provide recommendations on how to improve.• Generate and provide Payroll data• Ensure capture of all offline activities within the schedules such as training, meetings and coaching sessions.• Analyze trends and statistics on shift requirements and make recommendations on shift optimization, leave schedules, occupancy and adherence.• Ensure and monitor the effective optimization of resources within the call center. Example: manage all assets within the call center such as Headsets, lockers etc Show less

Customer Service Representative

• Apr 2017 - Apr 2018

• Educate customers on SportPesa processes• Handle customer queries via social media, web chat and emails.• Maintain accurate customer records.• Handles incoming and outgoing calls; Selling out the companies product and reactivate dormant customers.

Operations Supervisor

• Jul 2016 - Apr 2017