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Call Center Team Leader Job in Kenya

Job Title: Call Center Team Leader

Department:
 Call Center

Reports to:
 Call Center Manager

Objective of the position:
 Ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.

Duties and Responsibilities

  • Execute the work schedule and ensure team members adhere to it.
  • Implement policies and procedure
  • Staff record management in call center.
  • Coaching, training and motivating staff.
  • Monitoring random calls to improve quality minimize errors and track operative performance.
  • Assist the Call Center Manager with performance evaluation.
  • Investigate and resolve customers’ issues escalated by team members.
  • Ensure all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
  • Prepare and ensure that reports are submitted in a timely manner.
  • Ensure that staff adhere strictly to floor rules reporting time and working hours
  • Any other job that may be assigned to him/her by the Call Center Manager.
Qualifications / Skills / Competencies
  • A university degree or equivalent with experience in related industry.
  • Minimum 2 years of experience in a busy call center.
  • Integrity and diligent
  • Should be good at communication, and Influencing.
  • Able to employ analytical and problem solving skills.
  • Must have excellent time management skills
  • Must be good at coaching and mentoring other staff.
  • Must be efficient proficient at using the MS Office suite and a fast leaner of new software.
  • Must possess a high capability of telephone etiquette.
  • Must be good at team work.
Qualified candidates should send their CV’s quoting relevant skills and experience to info@royalagencies.org

Only the shortlisted candidates will be contacted.

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