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Call Center Supervisor Job in Kenya

Call Center Supervisor - TNS-RMS EA Ltd

TNS RMS East Africa is looking to fill the above specified position.

Position Scope

Based in Nairobi and reporting to Head of Field, the position holder will be responsible for the day-to-day running of the call center, ensuring completion of projects to schedule and within budget whilst adhering to industry standards and internal quality procedures. 

Maintains commitment to the delivery of client orientation, service excellence and cost efficiency throughout the center. 

Oversees call center staff and interviewers. 

Main Duties and Responsibilities:

  • Provide personal leadership to staff and interviewers both individually and through their development as a team.
  • Monitor team performance to ensure delivery of projects to budget and schedule; take timely corrective action when required.
  • Ensure all shifts within the center have sufficient management cover.
  • Act on departmental KPIs to boost productivity and efficiency; review/develop best practice to increase productivity and overall performance.
  • Ensure proper project set-up prior to jobs going live
  • Conduct project briefings as required
  • Manage sample and quotas during live fieldwork
  • Oversee and manage progress on all projects within the call center taking a pro-active approach identifying and acting upon potential issues before they become problems
  • Keep Client Service informed at all times regarding progress on their projects always aiming to exceed expectations and developing excellent relationship
  • Provide Head of Field with regular reporting on all projects and feedback on the call center operation, any successes and problems encountered
  • Ensure that required quality standards are met and all monitoring is completed during fieldwork
  • Motivate and work with individual interviewers to help them develop, achieve optimal productivity and quality
  • Ensure that all work undertaken is carried out in accordance with industry and Company standards.
  • Maintain control of the proper use of all Company assets and monitors their effectiveness.
  • Long-term planning and scheduling of projects within the centers; monitoring of workloads and resource utilisation, assessment of recruitment needs
  • Recruitment, training, and day-to-day management of interviewers
  • Review end of project costs (budgets vs. actuals), close projects in the department and conduct post-project reviews as needed.
  • Oversee interviewer payroll including maintenance of departmental payroll systems and management of payroll staff ensuring the accuracy of data submitted and that payroll deadlines are met.
  • Any other relevant duties as requested by the  Head of Field

  • Preferably 1st Degree
  • 3 years’ Experience of working within a call center environment, preferred – Must have worked in a call center for 3 years as a Team Leader or a Team Supervisor
  • Knowledge of CATI software (NIPO), preferred. NIPO may not be east to get. Kindly indicate – Knowledge of Agent Call Distributor systems
  • Track record of managing at least 50 people including training (min. 2 years) with an ability to manage the team performance within a highly changing environment.
  • Track record of managing work to budgets to deadlines (min. 2 years)
  • Understanding of project and financial management
  • Demonstrated ability to plan staff scheduling/capacity. Must have work force management experience
  • Track record of developing and maintaining excellent internal and external stakeholder relationships
  • Excellent analytical and communication skills
  • Must have worked with an Agent preferred with international clients
  • Ability to pull performance reports on excel
  • Clear understanding of call center service level metrics
  • Previous outbound B2B sales a plus
  • Ability to work to under pressure and in  a highly flexible environment
  • International exposure a plus
  • Understanding of Call center CRM softwares

If you believe you fit this profile send your application by email to reach us not later than end of day 18th October 2013 if you do not hear from us by 25th October 2013, consider your application regret.

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