See more Collapse

Team Lead

1 month ago

Nairobi, Nairobi Area, Kenya Kenya Airways Full time

ABOUT THE COMPANY

Kenya Airways is the Africa's Leading Airline-Business in the World.

JOB SUMMARY

Qualification (Minimum) Degree in related Field O' or 'A' level of education IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course3 years airline experience in sale and ticketing/ Contact Center environmentAbility to lead/guide and make decisionsAbility to drive performance in a Contact Center environment

RESPONSIBILITIES

Lead, guide and coach members to ensure quality and effective handling of calls, emails, chats and accurate ticketing.Audit tickets issued by reservations/FB team on a daily basis to ensure accuracy and integrity hence safeguard against fraud.Real-time monitoring of all contact channels to ensure high efficiency levels and service excellence (Calls, Emails and Chats)Ensure agents have access to support tools, equipment, systems and stationery for effective performance.Ensure agents are knowledgeable on fare rules and service charge and advise customers correctly.Conduct continual evaluation of processes and procedures to inform improvement efforts on efficiency and operations.Foster a conducive and positive work environment to promote team motivation for high level performance.Handle all escalations from agents to successful conclusion.Ensure an up to date refund/reversal tracker and proactive update of status to customersUphold safety and security standards for the office to safeguard company resourcesForecast call volumes and plan daily staffing levels whilst managing schedule adherence, leave days and training absenceCall back loyalty members who redeemed tickets to confirm request and inspect fraudulent activities.Monitor for tickets re-issued and with name change and report any suspicious activity to Customer Excellence & Relations ManagerEffectively liaise with other departments to resolve customer complaints beyond purviewConduct call, email and chat review sessions with individual team member on a regular basis. The audits should be captured on the quality review forms with input from both Team Lead and AgentHave the VPM, Sales and Call Traffic board updated at all timesParticipate in project management.Represent customer excellence centre in interdepartmental meetings and provide feedback an agreement reached

REQUIRED SKILLS

Public Relations, Digital content development and editing (social media, blogs, etc.), Corporate communications

REQUIRED EDUCATION

Bachelor's degree

We have other current jobs related to this field that you can find below

  • Team Lead

    2 weeks ago

    Nairobi, Nairobi Area, Kenya International Rescue Committee Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.Scope of Work The Team Lead will be responsible for overseeing the delivery of program outcomes and interventions and the program's daily operations. They will have the overall responsibility of leading and overseeing the sourcing of TA needs...

  • Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya International Rescue Committee Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.Scope of Work The Team Lead will be responsible for overseeing the delivery of program outcomes and interventions and the program's daily operations. They will have the overall responsibility of leading and overseeing the sourcing of TA needs...

  • Team Lead

    2 weeks ago

    Nairobi, Nairobi Area, Kenya International Rescue Committee Full time

    ABOUT THE COMPANYThe International Rescue Committee responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is at work in over 40 countries and 26 U.S. cities helping people to survive,...

  • Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya International Rescue Committee Full time

    ABOUT THE COMPANYThe International Rescue Committee responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is at work in over 40 countries and 26 U.S. cities helping people to survive,...

  • Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya Save the Children Full time

    The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countriesSUMMARYThe Project Team Lead will take overall responsibility of the consortium's deliverables in the project. S/he or will provide overall...

  • Activation Team Lead at

    1 week ago

    Nairobi, Nairobi Area, Kenya Aquila East Africa Full time

    We are a tried, trusted, award-winning marketing and communication agency operating in the African market. With over 10 years of strategic marketing and communication experience, we pride ourselves on delivering successful campaigns for small and medium-sized enterprises (SMEs) and leading global brands.SummaryAs an Activation Team Lead at Aquila East Africa...

  • Retail Team Lead at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Torras Digital Full time

    Torras Digital is a digital agency that equips digital first brands with the right marketing talent, skills and strategies to drive growth into the future.SummaryOur client, a business enterprise in the home solutions space, is looking for a retail team lead. This role will be responsible for overseeing the day-to-day operations of the retail department for...

  • Retail Team Lead at

    1 month ago

    Nairobi, Nairobi Area, Kenya Torras Digital Full time

    Torras Digital is a digital agency that equips digital first brands with the right marketing talent, skills and strategies to drive growth into the future.SummaryOur client, a business enterprise in the home solutions space, is looking for a retail team lead. This role will be responsible for overseeing the day-to-day operations of the retail department for...

  • Sales Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout RoleAs a Sales Team Lead, you will...

  • Team Lead at

    1 week ago

    Nairobi, Nairobi Area, Kenya Reeds Africa Consult Full time

    Reeds Africa consult (RAC) offers a broad scale of Human resource services designed to provide professional supports for the growing needs of today's corporate organizationsJob Purpose; The main role will be to oversee the debt management process, debtor's portfolio and ensure all collection targets are adhered to.Main Tasks and Responsibilities Monthly...

  • Team Lead Accounting

    1 month ago

    Nairobi, Nairobi Area, Kenya ENGIE Full time

    ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.Job Purpose/MissionENGIE is hiring a Team Lead Accounting & Treasury who's looking for a way to enhance his/her career. If you are seeking new challenges and responsibilities that will give you the opportunity to work in a busy...

  • Claim Team Lead at

    1 week ago

    Nairobi, Nairobi Area, Kenya Imara Mediplus Medical Centre Full time

    The Imara Mediplus Centre is a multi-specialty outpatient medical facility, attended by doctors and specialists, focused on providing holistic all inclusive care.We create better lives, by providing access to world-class healthcare services with compassionJOB SUMMARYSetting goals and targets, monitoring progress, and providing feedback and guidance to ensure...

  • Sales Team Lead at

    1 month ago

    Nairobi, Nairobi Area, Kenya MSpace Full time

    MSpacePESA is the M-pesa automation that automates and manages pay bill collection accounts in real time.MSpace makes it easy for you to memorize code that is exclusively delivered to one organizationResponsibilities Leading sales team to acquire new clients Develop sales plans, achieve sales targets Handle tender applications. Oversee the creation of...

  • Procurement Team Lead at

    1 week ago

    Nairobi, Nairobi Area, Kenya Riana Group Full time

    RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.THE POSITIONReporting to the chief accountant, the overall purpose of this role is to manage all the local procurement and inventory of the company.KEY RESPONSIBILITIESDevelop, lead...

  • Sales Team Lead at

    1 week ago

    Nairobi, Nairobi Area, Kenya Phoenix Capital Full time

    PHOENIX CAPITAL LTD is a micro financ,e company based in Kenya with branches in the CBD, Kilimani, Utawala and BuruBuru. The company offers ethical and innovative financial services to the formally employed, business people and under-served employees.SUMMARYWe are looking for sales team leaders to sell our logbook loans product.RESPONSIBILITIESAssist the...

  • Procument Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya Riana Group of Companies Full time

    JOB SUMMARYReporting to the chief accountant, the overall purpose of this role is to manage all the local procurement and inventory of the company.CORE COMPETENCIESDegree in business administration or a related field.Experience as a Purchasing officer or in a similar position for minimum 3 years.Deep knowledge of inventory and supply chain...

  • Procument Team Lead

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Riana Group of Companies Full time

    JOB SUMMARYReporting to the chief accountant, the overall purpose of this role is to manage all the local procurement and inventory of the company.CORE COMPETENCIESDegree in business administration or a related field.Experience as a Purchasing officer or in a similar position for minimum 3 years.Deep knowledge of inventory and supply chain...

  • Finance Team Lead

    1 month ago

    Nairobi, Nairobi Area, Kenya Brites Management Full time

    Brites Management Services Limited is one of the best leading Recruitment and HR consultancy companies in Nairobi, Kenya. We are registered and incorporated under Companies Act (Cap. 486) and we provide a complete range of HR Solutions.Salary Range : KSh 50,000 - KSh 100,000/monthDuties and Responsibilities Act as a liaison between the company bank...

  • Finance Team Lead

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Brites Management Full time

    Brites Management Services Limited is one of the best leading Recruitment and HR consultancy companies in Nairobi, Kenya. We are registered and incorporated under Companies Act (Cap. 486) and we provide a complete range of HR Solutions.Salary Range : KSh 50,000 - KSh 100,000/monthDuties and Responsibilities Act as a liaison between the company bank...

  • Procument Team Lead

    1 week ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    Procurement job vacancies in Kenya. RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.The PositionReporting to the chief accountant, the overall purpose of this role is to manage all the local procurement and inventory of the...