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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