Account Supervisor Job in Kenya - Contact Center

Position: Account Supervisor 

Reporting

to: Service

Delivery Manager 

Supervises: Team Leaders
    
Position Summary: The

Account 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 Account 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 and interested candidates should send their resumes to

kenyaoperations@gmail.com clearly stating the position on the Subject

Line. 

All

applications should reach us by 1st of April 2016.