SportPesa, the brand name for Pevans
East Africa Limited is a leading company on the Kenyan market.
The core business being development
of mobile and e-gaming software, the company is providing solutions enabling customers
to deposit, bet and withdraw winnings instantly across reliable and easy to
communicate channels.
Job Title: Call Centre Team Leader
Reports To: Call
Centre Shift Manager
Role Purpose: To manage the assigned Call Centre team by
providing leadership and guidance. To ensure provision of quality customer
service in the call centre in line with Call Centre and Company objectives.
Key Responsibilities
- Enable staff to achieve their performance
targets, identify training and development requirements, and manage
disciplinary issues.
- Provide effective management of all escalated
issues and continuous improvement of business processes.
- Document recommendations and ensure
implementation leads to improved performance.
- Provide and implement an effective coaching
methodology and process by understanding each CCR’s performance drivers
and helping them to implement new actions that improve their performance.
- Team Motivation
Key Performance Indicators
- Communicate agreed call center performance
standards and targets
- Measure individual performance against
standards and targets
- Design action plans to close any performance
gaps
- Achievement of agreed call center
targets
- Provide monthly recommendations and
demonstrate improvement in performance on statistical basis.
- Implement performance investigations and
disciplinary steps where necessary.
- Develop creative coaching methodology
- Implementing coaching plans
- Ensure all coaching documentation is updated
and centrally accessible
- Ensure that all relevant information of all
staff members is fully updated on centralized folders.
- Ensure policies, procedures and processes are
completely understood by all CSRs.
- Ensure conformity to the policies, procedures
and processes.
- Develop motivation plans for the team and
contribute to the wider company plans to improve staff well being
- Operate within approved budget e.g. stationery
, etc
Relationship(s): Customer Care, IT
Direct Reports: Call Center CSRs
Education & Experience
- Degree in a business discipline or Social
Sciences
- At least 4 years working experience in a
customer service environment of which 2 yrs must have been in management
or supervisory role
- Excellent knowledge of SportPesa products and
services
- Excellent written and verbal communication
skills (articulate) coupled with good listening and critical reasoning
skills
- Proactive, confident, energetic and able to
work under pressure with a positive attitude and use good organization
skills
- Mentoring/coaching skills/experience
- Excellent interpersonal skills
- Leadership skill
- Training skills
- Problem solving and decision-making skills
Competencies
- Working with Others
- Operational Excellence
- Creativity & Innovation
- Business Know-How
- Working with Change
Financial Responsibility
- Control of operational costs or expenses
- Responsible for team building budget
How to Apply
Interested candidates who qualify for this position should send their CV to hr@sportpesa.com
Interested candidates who qualify for this position should send their CV to hr@sportpesa.com
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