Ital GLOBAL – We are a comprehensive Human Capital and Quality Management Consultancy firm dedicated to helping organizations just like yours with their HR and Quality Management requirements. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spend. Our Human Capital solutions, advice and guidance are uniquely designed and shaped around your exact requirements and objectives. They will fit with your culture and the business challenges that you currently face.
About
the Client:
A leading private modern healthcare facility located in
Nairobi, Kenya that offers a range of services with a dedicated team of various
professional and qualified specialists. The facility seeks to fill the Call
Center Team leader position who will onboard, train, motivate, develop, and
lead our Customer Service & Contact Centre team to ensure the effective and
efficient running of our services with the aim to assure call quality, drive
sales, increase occupancy and revenue and assure an ultimate customer experience
while also handling inbound and outbound calls from clients, respond to
inquiries, handle complaints, troubleshoot problems and provide general
information.
Duties & Responsibilities:
Lead and motivate a Customer Care
& Contact Centre team to optimum performance levels to achieve agreed
targets – occupancy and customer delight.
Manage performance through regular,
effective reviews, and quality control, addressing performance issues according
to the company’s policies and procedures.
Build effective relationships with
other teams and departments. Communicate all information clearly and on time.
Act as a role model for the CC team
whilst striving to achieve high standards of performance and customer delight.
Oversee day-to-day operation.
Ensure achievement of Call Center
& Customer Care KPIs.
Ensure the team is organized
effectively to maximize productivity
Monitor, identify, and resolve
performance/behavior/attendance issues using prescribed performance management
techniques.
Daily report to the CS Manager on team
performance against KPIs
Submit daily, weekly, and monthly
agent performance reports.
Highlight concerns that impact team
performance.
Resolve escalated customer issues.
Conduct pre-shift team meetings
daily setting focus and priorities for the day to ensure productivity of the
agents along their KPIs.
Handling inbound and outbound calls,
inquiries, complaints, and providing general information.
Keeps equipment operational by
following established procedures, reporting malfunctions.
Resolve problems by clarifying issues,
exploring answers & alternative solutions, implementing solutions and
escalating unresolved problems.
Manage and resolve customer complaints
by clarifying desired information, completing transactions, and forwarding
requests.
Maintain call center database and
update customer information in the system.
Document all call information
according to standard operating procedures and generate reports.
Enhance the organization’s reputation
by accepting ownership for accomplishing new and different requests, exploring
opportunities, and adding value to job accomplishments.
Provide customers with product and
service information.
Qualifications & Requirements
Diploma or Degree in Communication/
Public Relations, Marketing, Business or related field
3 years experience in busy call/
contact center operations or telesales will be an added advantage
Proficiency in MS Office and
Proficiency in Excel
At least 2 years spent as a contact
center supervisor or team leader with responsibilities such as training,
quality control, and productivity measurement.
Exposure to Contact Centre Technology,
and CRM
Proficiency in Data Analytics
Generally, tech-savvy
Competencies
& Skills
Excellent Leadership Skills and
Decision-making skills
Excellent communication, interpersonal
skills, presentation, negotiation, interpersonal, PR, and relationship-building
skills.
Excellent organizational,
time-management and multi-tasking skills
Good problem-analysis and solving
skills.
Team player with a customer-oriented
approach
Possess product and operations
technical knowledge.
Knowledge of call center telephony and
technology.
Attention to Detail and Great
listening skills.
Flexible and Empathetic.
Calm under pressure and Patient.
How To Apply
Interested applicants should send their detailed CVs and
cover letters quoting the job title (CALL
CENTER TEAMLEADER-HOSPITAL) as subject to reach us no later than 31st March 2024 to careers@italgloballtd.com. Only the
shortlisted candidates will be contacted. Interviews
will be conducted on a rolling basis.