StarTimes
Media 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 member 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 work 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.
·
Startimes personality: 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 application letters and CV’s quoting relevant
skills and experience to hr.kenya@startimes.co.ke
Kindly
include names of three referees and a daytime telephone contact.
Interviews
will be done on a rolling basis until the position is filled.
Only
shortlisted candidates will be contacted.