Account Supervisor Job in Kenya

A leading call center in the country

is looking to fill the following position:

Position:

 Account Supervisor

Reporting to:

 Service Delivery Manager
 

Supervises: Team

Leaders
 

Position Summary: The

Team Leader supervisor is responsible of evaluating, monitoring and developing

overall Team Leader’s and Agents’ performance and ensuring the efficient

day-to-day running of account operations.  

The Team Leader Supervisor will also

be responsible for coordinating the day to day Operational activities within

the contact center.   
 

Duties and Responsibilities:

• Plan, monitor and evaluate the teams’ daily
  
  performance and where applicable, take corrective action to ensuring the
  
  teams meet daily key contact center performance goals for customer
  
  satisfaction, quality, productivity and key performance metrics.


• Review productivity and attendance reports,
  
  and coach Team Leaders to improve performance.


• Conduct formal Team Leader weekly performance
  
  reviews, including performance development plan and assist agents with
  
  career development.


• Monitor real time account performance to
  
  ensure Service Level and other KPIs are met.


• Ensure that HCC client’s questions and
  
  problems are resolved properly and quickly and address client requirements
  
  that require escalate appropriately.


• Manage all client communication and requests
  
  in the absence of the Service Delivery Manager. 


• Participate in the development and
  
  implementation of Operational processes and procedures.


• Analyze, Report and resolve system, client and
  
  operational issues that impact service delivery.


• Improve Quality results by recommending
  
  changes.


• Carry out weekly inspections of the following:

3.   
Agent Coaching Sessions

4.   
One on one coaching and WPR sessions

• Help in execution of directives on areas of
  
  development while working closely with the Service Delivery Manager,
  
  Quality and Training Manager & WFM.


• Maintain open lines of communication with agents,
  
  peers, trainers, Business Leaders, HODs & Quality Analysts.


• Compile and prepare daily, weekly and monthly
  
  agents stack ranking & 4-Blocker reports as well as account reports in
  
  a timely manner and in accordance with approved reporting standards.


• Provide regular feedback to the Operations,
  
  WFM & Quality assurance departments on areas that can improve
  
  productivity, quality and customer experience.


• Keep informed of all new products and services
  
  and ensure that agents are properly trained to handle questions about any
  
  of them.


• Participate in the Interviewing and hiring of
  
  prospective Team Leaders and other Operations staff.


• Assist in administering team attendance
  
  records, vacation planning, staffing schedules and forecasts.


• Attend daily HCC Operations meetings and
  
  participate in Weekly client performance review sessions.


• Manage Team Leader Schedules in liaison with
  
  WFM


• Cover floor operations in the absence of the
  
  Team Leader

Education and experience:

• A Diploma or Bachelor’s degree


• Must have past experience in a Call Center


• Fluent in the English Language (neutral and
  
  clear accent)


• Good knowledge of Kiswahili (where applicable)


• Refer to career progression chart for
  
  experience


• Proficient in MS Office Suite – MS Word, MS
  
  PowerPoint, MS Excel,  MS Outlook and Internet Explorer.


• Good understanding of Performance Management
  
  Programme


• Previous experience in leading teams

Key competencies and attributes:

• Demonstrated exceptional Customer Service
  
  Skills


• Strive to provide all customers with an
  
  outstanding customer experience.


• Comprehensive knowledge of service line Key
  
  Performance Indicators.


• Attention to detail, good numerical skills and
  
  exceptional listening skills.


• Excellent reporting and presentation Skills


• Excellent Coaching and leadership Skills


• Ability to maintain confidentiality of
  
  information


• Excellent interpersonal and communication
  
  skills


• Excellent organizational skills


• Ability to work in a strict deadline driven
  
  environment


• Maintains healthy team dynamics through well
  
  developed conflict management skills


• Recognises and acknowledges team and
  
  individual performance

Qualified CVs should be sent to

james@lincolneducationservices.com

Only shortlisted candidates shall be

contacted.