Contact Center Team Leader Job in Kenya

Position: Team

Position Summary:- The Team Leader is responsible for effectively managing,
coaching and motivating agents to meet individual and team Key Performance
Indicators by carrying out responsibilities in the areas of Orientation; Performance
Management; Quality Assurance in liaison with the Quality Assurance Dept;
Reporting and Administrative duties; and Attendance management.
Duties and Responsibilities:-
The incumbent will be responsible for the following main areas:
Performance Management
  • Listen to pre-screened calls and conduct 3 daily coaching
    sessions of 15mins each with Agents.
  • Conduct 3 hours side-by-side live coaching of calls with
    agents per week
  • Undertake weekly 15mins performance review meetings with all
    agents assigned to own team
  • Conduct a minimum of 30 mins Coaching sessions per agent per
  • Conduct  agent
    self-evaluation sessions with all agents one (1) hour prior to shift
  • Conduct daily pre shift session with the team.
  • Schedule and conduct weekly agent feedback and motivation
    sessions on areas of improvement and subsequently provide written report to
    immediate supervisor for purposes of improving HCC.
Agent support
  • Assist agents by providing floor support on customer
  • Handle agent escalated calls.
Quality Assurance in liaison with the Quality Assurance Dept
  • Complete a minimum of 2 live call evaluations per agent per
    week in line with Performance Action Plan developed between Team Leader and Quality
    Assurance during weekly performance meeting.
  • Listen to 4 live calls per agent per day.
  • Undertake weekly phone calls duties of 1.5hours per week.
 Reporting and Administration
  • Ensure all agents performance files are updated with:-
  • Daily team performance report
  • Signed weekly Coaching Form;
  • Signed weekly Quality Assurance Summaries;
  • Signed weekly performance review Report;
  • Action plans, minutes for respective agents on PMP
Attendance management
  • Complete daily attendance registers and commissions files.
  • Provide the following support to new employees (2 week
    nesting period):-
  • Conduct mandatory 45min pre-shift listening to Good and
    unacceptable customer service calls with new agents twice a week
  • Increase coaching time to 2 hours weekly which includes
    listening to calls with respective agent(s)
  • Conduct daily live call evaluations on areas coaching has
    been provided to assess adherence to agreed action plans.
  • Conduct side-by-side live coaching of calls with new agents
  • Solicit feedback from new agents to assess coaching sessions
    and performance reviews
  • Schedule and conduct weekly performance management and
    coaching sessions with all new agents.
The tasks outlined above are not exhaustive and the Company
reserves the right to update this Job Profile as responsibilities change.
Education and experience:
  • Diploma or a Bachelor’s degree in relevant field.
  • 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 Excel and MS
  • Good understanding of Performance Management Programme
  • Excellent Coaching Skills
  • Demonstrated exceptional Customer Service Skills
  • Previous experience in leading teams
Key competencies and attributes:
  • Ability to maintain confidentiality of information
  • Good interpersonal; communication skills and coaching skills
  • Excellent organizational skills
  • Attention to detail, good numerical 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
clearly stating the position on the Subject Line. 
All applications should reach
us by 1st of April 2016.

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