Call Centre Team Lead at

1 month ago


Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full time
HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.
Summary


Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Centre Team Lead.

The job holder will ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients' satisfaction and increased stake-holders value.

Responsibilities

Coordinate operations control center
Maximize the productivity of resources (people, technology etc.)
Coach and handhold agents to maintain high operations standards
Monitor and improve order delivery time whilst minimizing order cancellations.
Evaluate performance with key metrics (etc.)
Ensure quality assurance checks are completed and maintained
Optimize delivery times and maximize Gsat

Ensure team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.

Prepare and ensure that reports are submitted in a timely manner.
Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
Mentor staff and provide them with support required in their roles.
Give structured and actionable daily feedback to the /Supervisor

Qualifications

Undergraduate degree in Business/Social Science related field
Minimum 3 years of experience in a busy call center.
Being able to work under pressure.
Very good command of English, both written and spoken.
Proficient in MS Office, G-docs and call centre equipment/software programs.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with a problem-solving ability
Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
Positive and patient
Ability to multitask is highly recommended
Ability to learn quickly and adopt to a fast-paced environment

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