Call Center Team Leader Job in Kenya

Nov 2, 2016

Job Title: Call Center Team Leader

Department: Call Center

Reports to: Call Center Manager

Objective of the position: Ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.

Duties and Responsibilities

• Execute the work schedule and ensure team members adhere to it.


• Implement policies and procedure


• Staff record management in call center.


• Coaching, training and motivating staff.


• Monitoring random calls to improve quality minimize errors and track operative performance.


• Assist the Call Center Manager with performance evaluation.


• Investigate and resolve customers’ issues escalated by team members.


• Ensure all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.


• Prepare and ensure that reports are submitted in a timely manner.


• Ensure that staff adhere strictly to floor rules reporting time and working hours


• Any other job that may be assigned to him/her by the Call Center Manager.

Qualifications / Skills / Competencies

• A university degree or equivalent with experience in related industry.


• Minimum 2 years of experience in a busy call center.


• Integrity and diligent


• Should be good at communication, and Influencing.


• Able to employ analytical and problem solving skills.


• Must have excellent time management skills


• Must be good at coaching and mentoring other staff.


• Must be efficient proficient at using the MS Office suite and a fast leaner of new software.


• Must possess a high capability of telephone etiquette.


• Must be good at team work.

Qualified candidates should send their CV’s quoting relevant skills and experience to info@royalagencies.org

Only the shortlisted candidates will be contacted.