Dynamic People Consulting Customer Service Team Leader Jobs in Kenya

Dynamic People Consulting Customer Service Team Leader Jobs in Kenya


  • Our client, a global FinTech startup based in the United Kingdom(UK) with offices in several other countries is looking to recruit an experienced Customer Service Team Leader to head the 24/7/365 customer service operation in Nairobi.

  • The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business.

  • The successful candidate will report to the Head of Operations and Customer Service in the UK office.

    Key Duties

  • Daily performance planning and management meeting with the UK team

  • Quality calibration and action planning with UK-based quality control manager

  • Appraisals and performance management of the Nairobi team.

  • Participation in continuous improvement process organised across global teams.

  • Contact centre business continuity and disaster recovery planning and delivery

  • Liaison with the outsourced HR support and outsource desktop support teams.

  • Responsible for recruitment in line with budgeted headcount requirements

  • Development and training of staff

  • Ensuring correct payroll and leave settlements for the team

  • Taking and resolving escalated enquiries

    Requirements

  • 5 years of progressive experience in customer service team leadership preferably in a fintech industry

  • Demonstrated ability to work,
    manage, and meet competing deadlines in a fast-paced environment

  • Demonstrated success in supporting team members and senior management

  • Must have a proven track record of proactively identifying, communicating potential problems and proposing solutions

  • Bachelors degree in a business-related course

  • Demonstrated commitment to staff training and development

  • High level of interpersonal skills.

  • Fast thinking, proactive and confident working unsupervised using own initiative.

  • Have strong people management skills and be able to demonstrate experience in this area.

  • Ability to carry out responsibilities independently with minimal technical support

  • Proficiency in Microsoft office

  • Excellent communication skills.

  • Have a passion for accuracy and clarity of thought.

    How to Apply

  • For more information and job application details, see; Dynamic People Consulting Customer Service Team Leader Jobs in Kenya


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