Senior Contact Center Supervisor Job in Nairobi, Kenya

Job Vacancy: Senior Contact Supervisor

Duty Station: Nairobi

Our client is a contact center is seeking to recruit a competent and highly motivated individual to fill a position of Contact centre supervisor

Job Summary: The job holder will be responsible for direct supervision of call centre operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences.

Key Responsibilities:

  • Direct supervisor of the attached staff.
  • Daily Work plan and delegation of duties
  • Manage customer calls and engage customers on multiple channels.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide product and service information to customers.
  • Generate sales leads on multiple channels.
  • Route calls to appropriate support resources.
  • Supervise the call centre agents attached to company.
  • Communicate as per the company’s communication procedures, guidelines and policies.
  • Recognize, document, and track trends in customer calls.
  • Carry out post sales and service satisfaction follow-up
  • Conduct annual mystery shopping surveys.

Minimum Requirements

  • Bachelor’s degree.
  • Contact centre/ call centre qualifications desirable
  • At least three years’ experience in a Contact centre/ call centre with familiarity to the Contact Centre management function
  • Familiarity with CRM system, social media and website practices.
  • Customer focused, excellent communication & presentation skills, problem solving, strong telephone handling and listening skills.
  • Experience in the contact center operational industry will be an added advantage.

Interested and qualified candidate to share cv to

Job Summary:
Job Title
Job Category
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Company / Organization
Approx. Salary
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Job Details
Job Location

Nairobi, Kenya

Nairobi County

Business Administration, Sales and Marketing
Updated: October 30, 2018 — 7:44 am