Senior Contact Center Supervisor Jobs in Nairobi, Kenya
Senior Contact Center Supervisor Jobs in Nairobi, KenyaDuty 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
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.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.
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 firstname.lastname@example.org By 30th November, 2018
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