Job Title: Team Lead
Hiring Organization: Talent
Pop
Location – Locality: Nairobi
Location – Region: Kenya
Industry: e-Commerce
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/11/2024
Responsibilities
- Responsible
for managing the agent’s performance and attendance, and ensuring they are
meeting the KPI set by the client and the CSM.
- Responsible
for providing bi-weekly team coaching and 1 on 1 coaching with their
agents
- Responsible
for assessing agent’s health, safety, and welfare during coaching calls
- Responsible
for creating reporting to measure agents’ performance
- Responsible
for conducting semi-annual performance reviews and making recommendations
on agents’ future growth, promotions, and rate appraisal
- Proactively
reach out to their agents to get a pulse on how they are doing and how we
can support them
- Work
collaboratively with other Team Leaders to share trends, and areas of
improvement for the department and recommend process improvements to
better the TL Department, the Customer Service Agents, and TalentPop
Ideal
Skills
- Passion
for helping others
- Passion
for learning and self-improvement
- Committed
to working in a long-term position with growth potential
- Someone
who is able to work with minimal supervision and still do great work
- Someone
who is committed to showing up each day with a willingness to learn and
improve their skills
- Someone
who will not have attendance issues is prompt to meetings and is willing
to contribute and share feedback
- Someone
who is solution-driven and provides suggestions whenever they have
questions
- Someone
who does not make excuses and takes ownership of their actions
Qualifications
- 3+
years of Team Lead Experience
- 3+
years of Customer Service Experience
- Great
English
- Reliable
internet connection is required.
- Looking
for a long-term position with growth opportunities.
- E-Commerce
experience preferred.
- Any
experience working with Shopify, BigCommerce, and/or Amazon clients is a
plus.
- Any
experience or familiarity using G Suite, Zendesk, Freshdesk, Intercom, or
Gorgias is a plus.
- Able
to communicate via Zoom Video, Slack, and Email.
