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 Service Level Agreement (SLA). This involves managing, motivating, rewarding, recognizing, coaching, developing, and resolving day-to-day operational issues.
Key Responsibilities
Ensure the delivery of exceptional customer service through management of Customer Care Executives.
Collaborate with management across various support functions to foster an environment of continuous improvement.
Ensure the efficient and effective management of the call center through planning, organizing, and analyzing the utilization of resources.
Coach and develop staff to ensure the achievement of high-performance targets.
Identify trends in call center performance and take appropriate corrective action.
Prepare reports and perform data analysis using computer tools.
Maintain up-to-date knowledge of the client’s products and services.
Requirements and Qualifications
Bachelor’s degree in a related field of study.
Minimum of 2 - 3 years’ experience in the BPO sector, specifically managing offshore clients.
Demonstrated coaching and counseling skills to develop staff.
Excellent interpersonal skills to successfully manage employee and client relationships.
Good analytical skills with the ability to interpret data.
Good time management and multi-tasking skills.
Excellent computer skills for report preparation and data analysis.
Demonstrated knowledge of call center operations.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position title as the subject of the email.
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 through the job portal link: https://www.myjobmag.co.ke/job-application/1222935
