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Team Leaders Jobs in Kenya


Team Leaders 

Position Summary
 
This position is responsible for supporting, coaching, developing and supervising a group of employees at
Horizon Contact Centers.
 
Key Responsibilities
  • Effectively and efficiently manage agents to meet pre-determined Key Performance Indicators
  • Listen to pre-screened calls and conduct weekly coaching sessions with Agents.
  • Assist agents by providing floor support on customer queries.
  • Undertake agent motivation activities
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Conduct WPR/PIP and PMP sessions.
  • Maintain attendance tracker
  • Provide Subject Matter Expertise support to agents.
  • Suggest improvement to the Account Manager, as required, geared to efficiently meeting service level agreements.
  • Resolve escalated customer issues.
  • Conduct pre-shift team meetings on a daily basis.
  • Communicate all process; client changes and notifications to agents in a timely manner
  • Undertake weekly phone calls duties.
Job Specification:
  • A Bachelor’s degree
  • Fluent in the English Language (neutral and clear accent)
  • Good knowledge of Kiswahili
  • Proficient in MS Office Suite – MS Word, MS Excel and MS Outlook
  • Good understanding of Performance Management Programme
  • Excellent Coaching Skills
  • Demonstrated exceptional Customer Service Skills
If you believe this is an exciting and challenging opportunity for you; then please go to www.horizoncontactcenters.com for more details and to apply. 

An attractive remuneration is offered to the successful candidates. 

Only shortlisted candidates will be contacted. 

Closing date is 15th February 2013.

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