Kencall Supervisor/Team Leader Job in Kenya

Supervisor/Team Leader


A Team Leader is charged with creating and managing a customer service team of 10-20 people, who consistently exceeds performance goals for responding to customer inquiries. 
The candidate must have broad leadership competencies and the ability to be successful and to help ensure the success of others.

Key Competencies:
  • Leadership skills: ability to listen, provide constructive feedback and support to customer service representatives, to develop strong sense of team and develop CSR’s skills
  • Team management skills: conflict resolution, being able to manage employees’ expectations, identifying and implementing strategies for building team effectiveness and cooperation, provide encouragement and inspiration to the team, lead cross-functional teams
  • Verbal and written communication skills to provide guidance to team members and to handle customer contact from a variety of sources. Ability to communicate effectively through various communication channels with team members, customers and senior management
  • Analytical thinking/problem solving skills: to review and act on performance metrics and address problems efficiently
  • Knowledge of contact centre business issues: trends, applications, scheduling, project management and ensuring that customer expectations are met
  • Knowledge of contact centre business and management processes, including change management techniques and processes as well as innovative approaches to learning and training
  • 2+ years of related Team Leader/Supervisor experience
  • Post-secondary education or equivalent experience
  • Customer contact centre experience preferred
  • Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
  • Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire Benefit Specialists to higher levels of performance
  • Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents
  • Must be able to work well in a team environment
  • Bilingual a plus
To apply, please go to and apply Online. Applications through any other channels will NOT be accepted.

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