Senior Contact Center Supervisor Jobs in Nairobi, Kenya

Senior Contact Center Supervisor Jobs in Nairobi, Kenya

Duty Station:

  • Nairobi

    Our client is a contact center is seeking to recruit a competent and highly motivated individual to fill a position of Contact centre supervisor

    Job Summary:

    The job holder will be responsible for direct supervision of call centre operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences.

    Key Responsibilities:

  • Direct supervisor of the attached staff.
    Daily Work plan and delegation of duties
    Manage customer calls and engage customers on multiple channels.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide product and service information to customers.
  • Generate sales leads on multiple channels.
  • Route calls to appropriate support resources.
  • Supervise the call centre agents attached to company.
  • Communicate as per the company’s communication procedures, guidelines and policies.
  • Recognize, document, and track trends in customer calls.
  • Carry out post sales and service satisfaction follow-up
  • Conduct annual mystery shopping surveys.

    Minimum Requirements

  • Bachelor’s degree.
  • Contact centre/ call centre qualifications desirable
  • At least three years’ experience in a Contact centre/ call centre with familiarity to the Contact Centre management function
  • Familiarity with CRM system, social media and website practices.
  • Customer focused, excellent communication & presentation skills, problem solving, strong telephone handling and listening skills.
  • Experience in the contact center operational industry will be an added advantage.

    How to apply

  • Interested and qualified candidate to share cv to By 30th November, 2018

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