Latest Jobs in Kenya 2013. Team Leader
KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Team Leader
Location: Nairobi, Kenya
Openings: 5
Description
A Team Leader is charged with creating and managing a customer service team of 10-20 people, who
consistently exceeds performance goals for responding to
customer inquiries. KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Team Leader
Location: Nairobi, Kenya
Openings: 5
Description
A Team Leader is charged with creating and managing a customer service team of 10-20 people, who
The candidate must have broad leadership competencies and the ability to be successful and to help ensure the success of others.
Key Competencies:
Leadership skills: ability to listen, provide constructive feedback and support to customer service representatives, to develop strong sense of team and develop CSR’s skills
Team management skills: conflict resolution, being able to manage employees’ expectations, identifying and implementing strategies for building team effectiveness and cooperation, provide encouragement and inspiration to the team, lead cross-functional teams
Verbal and written communication skills to provide guidance to team members and to handle customer contact from a variety of sources. Ability to communicate effectively through various communication channels with team members, customers and senior management
Analytical thinking/problem solving skills: to review and act on performance metrics and address problems efficiently
Knowledge of contact centre business issues: trends, applications, scheduling, project management and ensuring that customer expectations are met
Knowledge of contact centre business and management processes, including change management techniques and processes as well as innovative approaches to learning and training
Personal Attributes
A natural multi-tasker
Calmness
Leadership qualities
Energetic
Natural organizer and planner
Educational and/or Other Requirements/Qualifications
2+ years of related Team Leader/Supervisor experience in a call centre - A MUST
Post-secondary education or equivalent experience
Customer contact centre experience preferred
Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire Benefit Specialists to higher levels of performance
Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents
Must be able to work well in a team environment
Career applications are accepted daily online on www.kencall.com
KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.
Only completed applications including an attached CV/Resume will be considered
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