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Teleperformance
Customer Service Supervisor | TP Kenya at Teleperformance
KenyaFull TimeMid-Senior Level
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Teleperformance
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Description
Managerial Responsibilities
Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit's operations, whilst contributing to procedures development and improvement through continuous reviewsÂ
Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.Â
Ensures that patent issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account.Â
Ensures that all processes and procedures are completed, quality standards are met.Â
Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gapsÂ
Functional Responsibilities
Monitoring account specific systems and processes for effective staff utilizationÂ
Ensures that the Service Level Agreement is met.Â
Responsible for all client communication, conflict resolution, and compliance on client deliverables.Â
Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit's operations, whilst contributing to procedures development and improvement through continuous reviews.
RequirementsÂ
Degree in any related fieldÂ
C1 proficiency in English.
Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
At least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams
We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.