The Team Lead is responsible for ensuring the delivery of exceptional customer service through the day-to-day management of Customer Care Executives in line with the client’s SLA. This involves managing, motivating, rewarding, recognizing, coaching, developing, and resolving day-to-day operational issues. Additionally, the Team Lead will work closely with management across various support functions to foster an environment of continuous improvement, ensuring efficient and effective management of the call center through planning, organizing, and analyzing resource utilization.
Key Responsibilities
Ensure the delivery of exceptional customer service through daily management of Customer Care Executives.
Manage, motivate, reward, recognize, coach, and develop staff.
Resolve day-to-day operational issues to maintain service standards.
Foster an environment of continuous improvement in the call center.
Plan, organize, and analyze resource utilization for operational efficiency.
Work with management across support functions to optimize performance.
Monitor performance against client Service Level Agreements (SLAs).
Requirements and Qualifications
Bachelor's degree in a related field of study.
Minimum of 2 - 3 years’ experience in the BPO sector managing offshore clients.
Demonstrated coaching and counseling skills to develop staff and achieve high-performance targets.
Excellent interpersonal skills to manage employee and client relationships.
Good analytical skills to interpret data and identify trends.
Good time management and multi-tasking skills.
Excellent computer skills for reporting and data analysis.
Demonstrated knowledge of call center operations.
Up-to-date knowledge of client’s products and services.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email. You can also apply online through the portal at https://www.myjobmag.co.ke/job-application/1222935.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email. Alternatively, apply online via: https://www.myjobmag.co.ke/job-application/1222935
