Call Center Supervisor Jobs in Kenya
Call Center Supervisor Jobs in Kenya
We are seeking a dedicated, customer-focused individual for the role of Call Center Supervisor.
This individual will serve as a key operational leader, proficient in supporting team members and the department while increasing customer satisfaction, loyalty, and retention.
Responsibilities
Actively and consistently support all efforts to simplify and enhance the customer experience
Manage daily call center activity including monitoring staffing needs, efficiency and service levels and outages/service interruptions. Escalate customer impacting issues appropriately
Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
Examples include regularly monitoring calls and utilizing performance metrics to provide feedback and coaching
As a working member of the call center team, answer calls as call volume requires and promote excellent customer service, effective response times, and provide expert insight into general support issues
Handle all complex customer service issues, escalated, and/or unresolved calls. Ensures continuous development of the team by providing ongoing coaching, performance reviews and on-the-job training
Establish and maintain interdepartmental relationships and communications to ensure alignment on all Company initiatives
Manage department personnel issues including performance reviews, counselling and progressive disciplinary actions as needed
Make decisions and implement change to improve processes and customer experiences
Motivate and inspire by utilizing effective leadership
skills including problem solving and team development
Perform other duties as requested by management
Skills & Qualifications
Holder of a business related / relevant degree
Minimum of 3+ years’ experience as a supervisor in an call center setting is preferred
Telecommunications background, and technical knowledge of an call center is strongly preferred
Excellent interpersonal written, verbal and listening skills
Customer focused, analytical thinker who can quickly assess and identify customer needs
Process oriented with a strong attention to detail with the ability to resolve problems quickly, accurately and through to resolution
Positive, proactive, and personable team leader
Strong sense of responsibility and ownership
Ability to quickly assimilate and learn new products and systems
Flexibility to work any shift or day of the week, including holidays
How to Apply
Email your CV and application to jobs1@hcsafrica.com
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