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Call Center Team Leader Job in Kenya

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
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.

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