Kenya | Team Leader | NBO

4 weeks ago

Nairobi, Nairobi Area, Kenya Majorel Kenya Limited Full time

ABOUT THE COMPANY

Majorel supports clients all over the world to successfully shape their customer relationships. More than 79,000 employees in 41 countries over 127+ sites design and implement customized solutions for this purpose (For updated numbers refer Majorel website ).

We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today's rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability, and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it's the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

JOB SUMMARY

Team Leader Role - Nairobi & Mombasa

RESPONSIBILITIES

Responsibilities * Take ownership of client's issues and follow through for timely resolution. * Follow through Call Centre procedures, policies, and standards to be adhered to by the call center team. * 80% of their time monitoring & coaching. Effective use of key dashboards and call activity reporting to ensure excellent performance. * Follow all steps of TOPS to manage their team and their shift daily to ensure 80% of their shift is spent managing their team. * Support, motivate, evaluate, develop, and coach their Agents to continually meet and exceed their individual/team targets. * Completes regular monitoring of their team's handled contacts and provides appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements. * Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals. * Provide real-time support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary. * Works together with a Point of Contact\'94 to identify issues and generate action plans for the KPI assigned. * Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase employee retention. * Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies. * Ensure all clients calls and queries are addressed within the Service level Agreement (SLA) time.\'a0\ * Implement client\'92s calls ticketing system and ensure closure of all tickets within the SLA time. * Provide update and daily report to client matters committee on levels of customer satisfaction and recurrent issues. * Ensure that high standards of Client Service are maintained throughout service levels. * Oversee a team of call center assistants and ensure they are providing exceptional client experience. * Mastermind creative ways to deliver an exceptional client experience. * Follow through and oversee the implementation of call center services protocols. * Resolve complex client problems or disputes in a professional manner. * Coach and support team members in meeting departmental goals. * Update attendance report of the team and punctuality. * Report any team member missing in the workstation to the Operations Manager.Requirements * Bachelor's Degree or Diploma. * Very good analytical skills and understanding of mathematics. * Proficiency in Microsoft Excel, Word, Access, and Windows operating systems. * Proficiency in the English language - C1. * Solutions and result-oriented, with a customer-centric approach (internal and external). * Strong verbal, written, presentation, and interpersonal skills. * A proactive mindset and anticipation is key. * Ability to meet deadlines. * Demonstrated ability to quickly learn new systems and processes. * Attention to detail and accuracy are critical. * Following are desirable requirements: * Previous experience in similar functions. * Knowledge of scheduling tools & Capacity Planning. * Basic knowledge of programming, preferably VB and SQL. Basic knowledge of Business Intelligence tools.This role is open both in Nairobi & Mombasa

REQUIRED SKILLS

Business intelligence, Scheduling, Written communication, Verbal communication, Presentation skills, Office tools: Word, Excel, Outlook, Spreadsheet preparation and editing (Microsoft Excel), Analytics, Call center management

REQUIRED EDUCATION

Diploma, Associate's degree

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