Call Centre Account Supervisor Job in Kenya

Job Vacancy: Account Supervisor

Reports to: the Service Delivery Manager

Purpose of the role: Reporting to the Service Delivery Manager, the incumbent will be responsible for effectively supervising, managing and supporting the Inbound Call Centre Agents to ensure the defined Operations departmental standards and measures are achieved, with a view to enhancing customer experience.

Ensure that a customer focused, high-performance, high-commitment environment is developed throughout the call centre operation.

Principle Duties

  • Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
  • Conduct coaching and training
  • Communicate, monitor and maintain performance standards
  • Identify areas for development to ensure continuous improvement
  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
  • Identify opportunities to improve and expand package and service offerings based on the voice of the customer
  • Contribute and identify areas for improvement and enforcement of processes and procedures;
  • Identify, accumulate and analyze statistics that reflect on teams performance
  • Continuously assess and identify team training needs and recommend interventions to develop their knowledge and skills for effective service delivery


  • Minimum first degree in social sciences or a business related field
  • An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
  • 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
  • Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage
  • Excellent interpersonal skills
  • Ability to motivate to produce results
  • Excellent oral and written communication skills
  • Dependability
  • Multi-tasking


  • Package and service knowledge
  • Business processes
  • System knowledge
  • Team management
  • Performance management
  • Call Centre Industry knowledge
  • Market and customer trends knowledge
  • Billing understanding
  • Distribution Processes
  • Agency Operational Understanding
  • Technical Knowledge (KU Band, SeSat, W4, C-Band)

Skills & Competencies:

  • Coaching
  • Written and Verbal communication (letter writing, report writing)
  • Computer skills (MS Word, Excel, PowerPoint)
  • Problem solving and decision making
  • Information sharing
  • Drive for results
  • Planning and organising
  • Attention to detail
  • Team building
  • Interpersonal skills
  • Influencing skills
  • Trend analysis
  • Numeracy skills
  • Motivating

Qualified and Interested candidates should send their resumes to clearly indicating the position on the subject line

All Applications should reach us by 16th November, 2018

Business Administration, Sales and Marketing
Updated: October 18, 2018 — 9:25 am