Betin Call Center Shift Manager / Supervisor Vacancy in Nairobi

Vacant Position: Customer Care Shift Manager / Supervisor

Location: Nairobi

Probation period: 6 months

Salary: Competitive

This position is responsible for supervising the call center, to deliver high performance results and installs practices to increase the current performance of the team.

Ability to work in a highly competitive environment with up to 40 customer care agents per shift. Supervisor reports to the Customer Service Manager.

This position requires working in shifts. You must successfully pass a criminal history check.


  • SELL, SELL, SELL! Ability to cross sell the products to know how to motivate the team, to increase sales, to up sale the clients and resolve disputes in a professional manner
  • To lead and train the sales team, to install procedures and practices to increase the sales and quality of service
  • Determines telemarketing quality standards by studying inbound and outbound calls and customer service presentations
  • Provides feedback, timely KPI reports and analysis to Customer Care Manager
  • Develops new models; implementing changes and gives suggestions on new procedures and policies in order to increase performance of the team
  • Organizes frequent trainings and motivates the team in order to increase the performance
  • Supervising the shift and to ensure all clients are served accordingly and efficiently
  • Handling complaints and other issues team comes across with during the shift
  • Communicates with other internal department in case of issues and follows up on receiving fast resolution of the same
  • Maintains files, emails and other relevant information in organized manner
  • Any other duty that may arise


  • At least 2 years’ experience similar position in sales
  • Excellent sales skills, experience in this field is necessary
  • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines
  • Excellent verbal communication skills
  • Ability to deliver high performance results and meet monthly targets
  • Must be highly motivated self-starter and willing to deliver maximum
  • Communications proficiency, both written and verbal form
  • A responsible attitude and able to multitask between internal departments and large group of team members across different platforms
  • Highly organized, ability to make decisions under pressure
  • Ability to lead and motivate others
  • Good Time management and accuracy at record keeping
  • Ability to priorities own work and work of other team members
  • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
  • Ability to make the right decisions for the business

Interested candidates to apply to quoting the position as the subject by Friday 13th July 2018.


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Nairobi, Kenya

Nairobi County


Sales and Marketing

Updated: July 10, 2018 — 1:22 am
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