KenCall BPO Centre Internship Positions

November 04, 2012

KenCall BPO Centre Internship Positions

KenCall is one of Africa’s largest Global Outsource Contact Centers, providing Call Center and Business Process Outsourcing (BPO) services to organizations worldwide.

We offer unrivalled experience in various areas i.e. customer service, customer acquisition and telesales, technical support, web support services and BPO. KenCall also provides a vast array of consulting services to the global market in Contact Center consulting, human capital development, recruitment and technology services.

Our business is built upon world-class technology infrastructure and operations. Providing clients with world class operations, KenCall focuses on developing high skilled employees with an in-depth understanding of client business, products and services.

Our quality assurance processes and intensive, world class training ensures that our services meet and exceed client expectations.

We continually strive for excellence across all areas of business.

Our constant focus on delivering quality and client understanding has brought both domestic and international acclaim, including CCF Call Center Awards for Best Non-European BPO Centre (2009), the Highest Commendation Award at the Call Centre Focus European Awards (2010), and Computer Society of Kenya’s Best BPO Center in Kenya (2011).

We are currently looking for dedicated, energetic and proactive individuals to join our Call Center Team in various internship capacities.

For consideration for these positions, one must clearly demonstrate the following:

Ability to maintain positive working relationships
Solid organizational skills
Great attention to details
Ability to multi-task
Strong work ethic.
Ability to maintain confidentiality at all times
Ability to work under high pressure to meet tight deadlines
Must be highly motivated and committed to achieving results
Ability to work under little supervision while meeting deliverables
Ability to work in a team environment, as well as independently
Excellent communication skills; written and verbal.
Flexibility to work in shifts including weekend and nightshifts.
Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.

Training Internship

The training intern responsibilities and duties are as follows:

Responsible for compilation and timely submission of training reports as per requirements.
Provide administrative support
Responsible for post training monitoring and reviewing of trainee’s progress through questionnaires and discussions with managers.
Assist in monitoring the overall effectiveness of training programs, carrying out periodic training needs assessment/analysis and reporting results to the relevant managers/teams.
Responsible for planning and scheduling training classes.
Responsible for keeping track of performance and development of trainees in the incubation period.
Assist in researching and production of relevant materials for in-house courses/training.

Qualifications Required:

Good public speaking and interpersonal skills
Ability to develop and facilitate various training topics relevant to the call center industry
Ability to demonstrate creative and innovative training methods under challenging circumstances
Training and/or teaching experience an added advantage
Bachelor’s degree, with additional experience and/or professional certifications preferred.

IT Internship (Help Desk Support)

The help desk support intern will be charged with the responsibilities below:

Troubleshoot, research, and resolve technical problems
Respond to telephone calls, instant messages, email and personnel requests for technical support
Document, track, and monitor all problems to ensure a timely resolution
Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN
Recommend and schedule repairs, via vendors or hands on.
Install and configure workstations based on company needs and requirements
Provide end users support for all LAN- based applications
Update all IT related inventory
Installation, uninstallation of software
Perform other duties or special projects as requested related to area of responsibility
Moving and Setting up of IT equipment

Qualifications Required:

Education & Experience:

Minimum – IT diploma , CCNA, A+ and N+ certifications

Knowledge & skills:

General knowledge of Microsoft Windows 2000, XP, Vista
General knowledge of Microsoft Office Suite
Able to Troubleshoot LAN & WAN technologies
Basic understanding of database systems
Knowledge on Web browser technologies (Firefox, etc.) and Internet.

WFM / Business Analysts Internship

The Project Analyst intern will be responsible for providing administrative support, design and implementation of agent’s performance report, research and give advice and recommendation on strategies to improve efficiency.

The projects analyst intern will also be charged with the responsibilities below:

Assist in Preparation of reports to be sent to clients regarding their business performance on daily, weekly, and monthly basis.
Give recommendation on how to improve performance.
Assist in creation and designing quality analysis reports of all accounts.
Preparation of all weekly reports on all the accounts quality analysis performance and give recommendations where need be.
Give reports on the overall interval report which shows the accounts on a daily, weekly and monthly basis.
Create and design disposition reports which give the client an idea of how to improve their services.
Develop Quality analysis matrices when new campaigns are launched.
Ensure that project activity data is mined, stored and reported per reporting requirements and on a set timeline.