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Nov 022016
 

Call Center Team Leader Jobs at Royal Agencies

Department:Call Center
Reports to:Call Center Manager

Objective of the position: Ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.

Call Center Team Leader Job Responsibilities

  • Execute the work schedule and ensure team members adhere to it.
  • Implement policies and procedure
  • Staff record management in call center.
  • Coaching, training and motivating staff.
  • Monitoring random calls to improve quality minimize errors and track operative performance.
  • Assist the Call Center Manager with performance evaluation.
    Investigate and resolve customers’ issues escalated by team members.
  • Ensure all call center 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.
  • Ensure that staff adhere strictly to floor rules reporting time and working hours
  • Any other job that may be assigned to him/her by the Call Center Manager.

Qualifications for the Call Center Team Leader Job

  • A university degree or equivalent with experience in related industry.
  • Minimum 2 years of experience in a busy call center.
  • Integrity and diligent
  • Should be good at communication, and Influencing.
  • Able to employ analytical and problem solving skills.
    Must have excellent time management skills
  • Must be good at coaching and mentoring other staff.
  • Must be efficient proficient at using the MS Office suite and a fast leaner of new software.
  • Must possess a high capability of telephone etiquette.
  • Must be good at team work.

How to Apply
Qualified candidates should send their CV’s quoting relevant skills and experience to info@royalagencies.org. Only the shortlisted candidates will be contacted.

Job Category: CUSTOMER SERVICE JOBS IN KENYA, JOB VACANCIES IN KENYA, KENYAN JOBS Employer: ROYAL AGENCIES JOBS KENYA

The post Call Center Team Leader Jobs Royal Agencies appeared first on JSEP KENYA.

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