Accounts Supervisor Career in Kenya

Position: Accounts Supervisor 

Reporting to: Service Delivery Manager

Position Summary: The Account Supervisor is responsible of evaluating, monitoring and developing overall Team Leaders’ and Agents’ performance and ensuring the efficient day-to-day running of account operations.

The Account Supervisor will also be responsible for coordinating the day to day Operational activities within the contact center.


Duties and Responsibilities:
  • Plan, monitor and evaluate 4-6 teams’ daily performance and where applicable, take corrective action to ensuring the teams meet daily key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
  • Review productivity and attendance reports, and coach Team Leaders to improve performance.
  • Conduct formal Team Leader weekly performance reviews, including performance development plan and assist agents with career development.
  • Ensure that escalations are resolved properly and quickly.
  • Participate in the development and implementation of Operational processes and procedures.
  • Report, analyze and resolve system, client and operational issues that impact service delivery.
  • Carry out monthly audits on agents performance files
  • Assist in execution of directives on areas of development while working closely with the Operations Manager and Business Leader- Quality Assurance & WFM.
  • Provide regular feedback to the Operations, WFM & Quality assurance departments on areas that can improve productivity, quality and customer experience.
  • Keep abreast on all new products and services and ensure that agents are properly briefed and/or trained to handle questions about any of them.
  • Participate in the Interviewing and hiring of prospective Team Leaders.
  • Assist in administering team attendance records, vacation planning, staffing schedules and forecasts.
  • Attend weekly HCC Operations meetings and participate in Weekly client performance review sessions.
  • Compile and prepare weekly and monthly agents stack ranking & 4-Blocker reports in a timely manner and in accordance with approved reporting standards.
Education and experience:
  • Bachelors’ degree or Diploma from a recognised Institution
  • Past experience in a Call center
  • Fluent in the English Language with neutral and clear accent
  • Good knowledge of Kiswahili (where applicable)
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel,  MS Outlook and Internet Explorer.
  • Good understanding of Performance Management
  • Supervisory experience in leading teams
  • Excellent presentation skills

All interested and qualified candidates should send their CVs to hroperations.recruitment@gmail.com clearly indicating the Position on the subject line by 13th Nov 2015.