Adept Technologies Kenya

🏆Exciting News! Adept Technologies Kenya Named Among the Best BPO Solutions Providers in 2023🏆 We are thrilled to share that Adept Technologies Kenya has been recognized as one of the best BPO solutions providers in 2023! 🌟 This achievement is a testament to the dedication and hard work of our exceptional team and the visionary leadership of our Founder and CEO, Mercy Mugure. 🌍 Adept Technologies Kenya is not just a #bpo provider; we are proud to be an #impactsourcing organization, committed to creating positive social change while delivering top-notch services. This achievement reflects our commitment to making a difference through work. 🙌 We want to extend our heartfelt gratitude to our clients, especially KITRO, who have been instrumental in helping us achieve this recognition. Together, we are harnessing the power of #machinelearning and #artificialintelligence to leave our planet better than how we found it and to drive innovation and excellence. 🤝 We also want to thank all our partner clients who have trusted us with their work. Your trust fuels our passion for delivering exceptional results. 🚀 As we celebrate this milestone, we look forward to continuing our journey of impact, innovation, and excellence. Thank you for being a part of our mission to make a positive difference through technology and outsourcing. Kenya Private Sector Alliance (KEPSA), Danish Refugee Council / Dansk Flygtningehjælp, Metropolis Pathology Laboratories #AdeptTechnologies #BPO #MachineLearning #ArtificialIntelligence #Outsourcing #Innovation #SocialImpact #ClientAppreciation

DEPARTMENT Contact Center TYPE First-level Leader REPORTS TO Head of Operations DIRECT REPORTS Contact Center Team (agents, supervisors, QAs) DESCRIPTION • The incumbent will be responsible for overseeing the contact center, ensuring build out meets BPO requirements; growing a high caliber team; setting performance targets, implementing plans and developing operational processes and procedures. CRITERIA AND REQUIREMENTS KNOWLEDGE ▪ Bachelor’s degree in a Business, Operations or related discipline or equivalent work experience EXPERIENCE ▪ A minimum of two years of experience in contact center management (BPO experience preferred) OTHER JOB SPECIFICATIONS ▪ Ability to work across groups managing individuals both directly and indirectly to achieve a common goal. ▪ A good understanding of start-up and change management. POSITION REQUIREMENTS • Develop master project plan including schedule, communication plan, change control plan, risk management plan, responsibility matrix and cost control/tracking mechanism. • Set and meet monthly performance, productivity and impact goals by designing KPI monitoring system, identifying and resolving problems, preparing and executing action plans, completing audits and analyses, managing system and process improvement and quality assurance programs, collecting and analysis of impact metrics. • Prepare performance reports by ensuring timely collection and analysis of data and trends. • Execute continuous improvement programs by identifying and resolving problems, initiating corrective operational actions, preparing and executing action plans, completing system audits and analyses, managing system and system and process improvements. • Coordinate and align functional departments including HR, IT, Training & Quality to execute client deliverables within SLA requirements. • Establish and maintain active and progressive working relationships with all members of staff by ensuring that the appropriate level of support is available, providing management, supervision and feedback and fostering career development. • Ensure that all contact center teams adhere to processes and understand how the process improves overall quality and efficiency of work. • Develop worker recognition program based on performance, exhibition of organizational values and improvement. • Work with HR to ensure employee compliance with company expectations and to initiate corrective action as necessary. • Maintain operational and technical knowledge by tracking emerging trends in call center operations management.

Roles & Responsibilities As an People Operations intern, you will collaborate closely with key departments such as HR, Projects & Operations teams to fuel business growth, maintain HR workflows and improve employee engagement. Your key responsibilities will include: Recruitment & Onboarding 1. Assist in posting job openings and screening resumes. 2. Coordinate interviews and maintain communication with candidates. 3. Map the employee journey and continuously improve it. Training & Development 1. Coordinate training sessions, workshops, and professional development programs. 2. Gather feedback from training programs to help improve future learning initiatives. Employee Engagement & Culture Initiatives 1. Participate in organizing employee engagement through the key engagement drivers – cultural, physical and digital employee experience. 2. Help conduct employee surveys, analyze feedback, and assist in initiatives to improve employee engagement and build trust. 3. Be a champion of company culture and values (e.g. support through internal communications) and support change management initiatives. 4. Support the implementation of a reward system and recognition culture. HR Administration & Record Keeping 1. Assist in maintaining accurate employee records and updating HR databases. 2. Handle basic employee inquiries and support the resolution of minor employee issues. 3. Support HR documentation and compliance-related processes. Workforce Planning & Project Support 1. Assist in workforce analysis to ensure projects have adequate staffing. 2. Gather and organize employee performance data to track productivity and operational outcomes. 3. Support HR projects that align workforce planning with overall business strategy. 4. Contribute to the design of work that ensures greater effort towards success. People Operations Role Requirements 1. Recent graduate of a Bachelor’s or Master’s degree program in Human Resources, Business Administration, or a related field. 2. At least one year of experience in HR. 3. A strong interest in People Operations practices and a desire to learn and grow in the field. 4. Excellent communication and interpersonal skills. 5. Strong organizational and time-management abilities. 6. Detail-oriented and committed to maintaining confidentiality. Learning Opportunities Through this role, you will: 1. Gain practical experience in People Operations, contributing directly to key operations and project management outcomes. 2. Develop skills in recruitment, onboarding, workforce planning, and HR compliance to enhance operational efficiency. 3. Collaborate with cross-functional teams, learning how the role impacts both daily operations and long-term success in a BPO environment. 4. Enhance your problem-solving, communication, and organizational skills through hands-on project involvement and interaction with business functions.

Customer experience is every organization's North Star. According to the Harvard Business Review, customers who had pleasant past experiences spend 140% more than those who didn't. hashtag#Automation enhances customer experience by: -Creating a sense of attention and care by personalizing automated responses. -Always providing immediate, accurate and polite responses via chatbots. -Empowering customers to easily find solutions to their questions using self-service options. -Tailoring each customer's experience according to their preferences and behaviour using AI. For further inquiries, reach out to us at [email protected] #BusinessAutomation #ProcessAutomation #BoostProductivity #CustomerExperience #CustomerSatisfaction

Just like these bricks, uneven, varied in size, and scattered about in different colors and shapes, your data might feel scattered, inconsistent, and overwhelming. But just as each brick has the potential to form a beautiful, cohesive wall, so does your data hold the power to reveal valuable insights. Here’s how we make it happen: 1. Collecting: First, we gather data from multiple sources and formats, just as we’d collect these bricks. 2. Standardizing: We clean, sort, and organize each piece to ensure they fit together seamlessly; removing duplicates, normalizing formats, and setting a strong foundation. 3. Arranging & Structuring: Like laying bricks with precision, we arrange your data in meaningful structures, making it ready for analysis. 4. Analyzing & Visualizing: Now, the real transformation begins as we analyze, visualize, and make sense of the data, uncovering patterns and trends hidden within. 5.Telling Your Data Story: Finally, we build a clear, actionable report; turning raw data into a story that drives decisions and growth. Are you struggling with scattered data? Let us bring structure and clarity to your information. Contact us and let’s build your data story together! Ready to get started? #datacleaning #datacollection #dataanalytics

With a focus on precise image labelling, annotation and categorization, meet the faces driving innovation at Adept Technologies Kenya. We are here to transform your data into actionable insights that make a difference. Together, let's shape the future of technology. #innovation #AITransformation #TeamAdept

Below are 5 reasons why organizations should prioritize business automation. Looking to automate your business processes? Reach out to us at [email protected] #BusinessAutomation #ProcessAutomation #WorkflowEfficiency #BoostProductivity

Last week, we had the honor of hosting JugalKishore Chhawchharia the CEO of HiddenBrains InfoTech Pvt. Ltd., at our office. We are thrilled to announce that Adept Technologies is now an official reseller partner for HiddenBrains solutions in Kenya! At the heart of this partnership is the spirit of collaboration — "We are a #TEAM now" — combining our expertise to deliver technology solutions that drive digital transformation and business growth. From custom #softwaredevelopment to enterprise solutions, HiddenBrains has a powerful suite of offerings, and we’re here to bring these solutions closer to you. Looking for HiddenBrains solutions? Reach out to us today and let’s explore how we can elevate your business to the next level together! Contact us: ☎️+254-111-025-200 📧[email protected] Together, we grow, innovate, and transform!

2 weeks ago, Adept Technologies Kenya was recognized and awarded among the #BestBPO in Kenya at the Digital Awards 2024 for the 2nd straight year. We are incredibly honoured and grateful for the recognition. This year has been a milestone for us, not only receiving this honor but also becoming #ISO 9001:2015 certified. These achievements reflect our commitment to excellence, quality, and innovation in the BPO industry. A huge thank you to our dedicated team, clients, and partners for believing in our vision. Here’s to continuing this journey of growth and impact! #DigitalAwards2024 #ISOCertified #AdeptTechnologies #ExcellenceInBPO

Today, we celebrate our heroes who inspire us to push boundaries and innovate for a better tomorrow. Thank you for your resilience and impact. From all of us at Adept Technologies Kenya , Happy Mashujaa Day 💪 #MashujaaDay #AdeptTechnologies #KenyaHeroes