Teleperformance Kenya Customer Service Supervisor - Nairobi Jobs in Kenya



The Customer Service Supervisor; is responsible for driving team performance and ensuring customer satisfaction. The role requires excellent management of customer service staff, representing customer needs within the organization, and building strong relationships with customers and CSEs to encourage new business opportunities.


Managerial Responsibilities

  • Achieve operational excellence in procedures and processes to ensure satisfactory audit ratings.

  • Familiarize the team with departmental and organizational policies, procedures, and regulations.

  • Provide regular two‑way communication between clients and team to set proper expectations.

  • Ensure patient issues are resolved efficiently, escalating problems to the Operations Manager when necessary.

  • Work closely with departments to support inbound teams and maintain knowledge of markets/campaigns.

  • Ensure all processes and procedures are completed and quality standards are met.

  • Identify performance gaps and implement timely interventions.


    Functional Responsibilities

  • Monitor account‑specific systems and processes for effective staff utilization.

  • Ensure Service Level Agreements (SLAs) are met.

  • Manage client communication, conflict resolution, and compliance on deliverables.

  • Conduct real‑time performance evaluations and provide timely feedback to CSCs.

  • Contribute to continuous improvement through reviews of procedures and processes.


    Requirements

  • Degree in a related field.

  • C1 proficiency in English.

  • Proficiency in MS Office Suite (Word, PowerPoint, Excel, Outlook, Internet Explorer).

  • Minimum 4 years’ customer service experience, with at least 2 years in a leadership role in a call center environment managing teams.

    How to apply

    For more information and job application details, see; Teleperformance Kenya Customer Service Supervisor - Nairobi Jobs in Kenya

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