Call Center Supervisor Jobs in Kenya

Call Center Supervisor Jobs in Kenya


  • We are Oxygen 8 Group, a global technology solution provider of multi-channel solutions with operations in over 32 countries.

  • We are looking for a competent Call Center Supervisor to organize and direct the staff of our call center.

  • You will be responsible for assessing their work and give them feedback to maximize performance.

  • The goal is to drive excellent performance from your team that will bring sustainable business growth.

    Main Responsibilities

  • Hire and onboard new employees

  • Train the call center staff

  • Assist in the formulation of targets for individuals and teams

  • Answer questions from staff and provide guidance and feedback

  • Anticipate escalation and take over calls when needed

  • Devise ways to optimize procedures and keep staff motivated

  • Measure performance with key metrics such as call abandonment, calls waiting etc.

  • Ensure adherence to policies for attendance, established procedures etc.

  • Keep management informed on issues and problems

  • Prepare monthly/annual results and performance reports

    Preferred minimum qualifications

  • Bachelor’s degree in any business related field.

  • At least 5 years’ experience in a similar role.

  • Proven experience
    as call center supervisor/manager or similar supervisory position

  • Experience in customer service is essential

  • Outstanding communication and negotiation abilities

  • A results-oriented approach individual

  • Tech savvy with knowledge of telephone equipment and relevant computer programs

  • Knowledge of performance evaluation procedures

  • Excellent organizational and leadership skills

    How to Apply

  • If you meet the above set minimum qualifications, we’d like to meet you.

  • Please send us your application to: hr@oxygen8group.com so as to reach us on or before 20th November, 2020.

  • Please indicate the position applied for on the email subject line.

  • Only shortlisted candidates will be contacted.

  • Oxygen 8 Group is an equal opportunity employer.

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