Call Center Team Leader

12 hours ago

Nairobi, Nairobi Area, Kenya B2Tech Full time 120,000 - 180,000 per year

Job Summary
Fidotech Kenya Ltd is seeking a dynamic and experienced Call Center Team Leader with a background in the gaming or betting industry. The successful candidate will oversee a team of call center representatives, ensure efficient operations, maintain high service standards, and drive continuous improvement in customer satisfaction.

YOUR IMPACT:

  • Supervise and motivate a team of call center representatives to achieve performance targets.
  • Monitor inbound and outbound calls to ensure quality, accuracy, and adherence to company standards.
  • Provide coaching, mentoring, and performance feedback to team members.
  • Handle escalated customer issues and ensure timely resolution.
  • Prepare and analyze reports on team performance, productivity, and customer satisfaction.
  • Collaborate with management to implement strategies for improving call center efficiency.
  • Stay informed about gaming products, promotions, and regulatory updates.
  • Ensure compliance with company policies, industry regulations, and responsible gaming practices.
  • Participate in recruitment, onboarding, and training of new call center staff

OUR REQUIREMENTS:

  • Bachelor's degree in Business, Communications, or a related field (preferred).
  • Minimum 3 years of experience in a call center leadership role within the gaming or betting industry (mandatory).
  • Strong leadership, coaching, and people management skills.
  • Excellent communication, problem-solving, and conflict resolution abilities.
  • Proficiency with CRM and call center management software.
  • Ability to analyze data, identify trends, and recommend improvements.
  • Flexibility to work in shifts, including evenings, weekends, and holidays.

WHAT WE OFFER:

  • Competitive salary and benefits.
  • A supportive and dynamic team environment.
  • Opportunities for professional growth and development.
  • Comprehensive training and ongoing support

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