Call Center Team Leader Job in Kenya

Ital GLOBAL – We are a comprehensive Human Capital and Quality Management Consultancy firm dedicated to helping organizations just like yours with their HR and Quality Management requirements. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spend. Our Human Capital solutions, advice and guidance are uniquely designed and shaped around your exact requirements and objectives. They will fit with your culture and the business challenges that you currently face.

About the Client:

A leading private modern healthcare facility located in Nairobi, Kenya that offers a range of services with a dedicated team of various professional and qualified specialists. The facility seeks to fill the Call Center Team leader position who will onboard, train, motivate, develop, and lead our Customer Service & Contact Centre team to ensure the effective and efficient running of our services with the aim to assure call quality, drive sales, increase occupancy and revenue and assure an ultimate customer experience while also handling inbound and outbound calls from clients, respond to inquiries, handle complaints, troubleshoot problems and provide general information.

Duties & Responsibilities:

Lead and motivate a Customer Care & Contact Centre team to optimum performance levels to achieve agreed targets – occupancy and customer delight.

Manage performance through regular, effective reviews, and quality control, addressing performance issues according to the company’s policies and procedures.

Build effective relationships with other teams and departments. Communicate all information clearly and on time.

Act as a role model for the CC team whilst striving to achieve high standards of performance and customer delight.

Oversee day-to-day operation.

Ensure achievement of Call Center & Customer Care KPIs.

Ensure the team is organized effectively to maximize productivity

Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.

Daily report to the CS Manager on team performance against KPIs

Submit daily, weekly, and monthly agent performance reports.

Highlight concerns that impact team performance.

Resolve escalated customer issues.

 Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.

Handling inbound and outbound calls, inquiries, complaints, and providing general information.

Keeps equipment operational by following established procedures, reporting malfunctions.

Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.

Manage and resolve customer complaints by clarifying desired information, completing transactions, and forwarding requests.

Maintain call center database and update customer information in the system.

Document all call information according to standard operating procedures and generate reports.

Enhance the organization’s reputation by accepting ownership for accomplishing new and different requests, exploring opportunities, and adding value to job accomplishments.

Provide customers with product and service information.

Qualifications & Requirements

Diploma or Degree in Communication/ Public Relations, Marketing, Business or related field

3 years experience in busy call/ contact center operations or telesales will be an added advantage

Proficiency in MS Office and Proficiency in Excel

At least 2 years spent as a contact center supervisor or team leader with responsibilities such as training, quality control, and productivity measurement.

Exposure to Contact Centre Technology, and CRM

Proficiency in Data Analytics

Generally, tech-savvy

Competencies & Skills

Excellent Leadership Skills and Decision-making skills

Excellent communication, interpersonal skills, presentation, negotiation, interpersonal, PR, and relationship-building skills.

Excellent organizational, time-management and multi-tasking skills

Good problem-analysis and solving skills.

Team player with a customer-oriented approach

Possess product and operations technical knowledge.

Knowledge of call center telephony and technology.

Attention to Detail and Great listening skills.

Flexible and Empathetic.

Calm under pressure and Patient.

How To Apply

Interested applicants should send their detailed CVs and cover letters quoting the job title (CALL CENTER TEAMLEADER-HOSPITAL) as subject to reach us no later than 31st March 2024 to Only the shortlisted candidates will be contacted. Interviews will be conducted on a rolling basis.