Call Centre Team Leader Job in Kenya

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Call Centre Team Leader Job in Kenya

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.

We invite applications from suitably qualified candidates to fill the following vacant position:

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
  • 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

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