Position: Customer Service Team Leader
Location: Nairobi, Kenya
Job Description
The ideal candidate should have a background in online financial
services, confident and a capable leader with problem-solving ability in a
highly regulated fast-paced business. The successful candidate will report to
the Head of Operations and Customer Service in the UK office.
Responsibilities
- Daily performance planning and
management meeting with the UK team
- Quality calibration and action
planning with UK-based quality control manager
- Appraisals and performance
management of the Nairobi team.
- Participation in continuous
improvement process organised across global teams.
- Contact centre business
continuity and disaster recovery planning and delivery
- Liaison with the outsourced HR
support and outsource desktop support teams.
- Responsible for recruitment in
line with budgeted headcount requirements
- Development and training of staff
- Ensuring correct payroll and
leave settlements for the team
- Taking and resolving escalated
enquiries
Qualifications
- 5 years of progressive
experience in customer service team leadership preferably in a fintech
industry
- Demonstrated ability to work, manage,
and meet competing deadlines in a fast-paced environment
- Demonstrated success in
supporting team members and senior management
- Must have a proven track-record
of proactively identifying, communicating potential problems and proposing
solutions
- Bachelors degree in a
business-related course
- Demonstrated commitment to
staff training and development
- High level of interpersonal
skills.
- Fast thinking, proactive and
confident working unsupervised using own initiative.
- Have strong people management
skills and be able to demonstrate experience in this area.
- Ability to carry out
responsibilities independently with minimal technical support
- Proficiency in Microsoft office
- Excellent communication skills.
- Have a passion for accuracy and
clarity of thought.
How To Apply
Candidates interested in the position are invited to forward
detailed CV, and cover letter to recruitment@dpckenya.com
not later than Tuesday, 7th July
2020.
The email subject should be “Customer Service Team Leader”.
Only shortlisted applicants will be contacted for interview.
