Call Center Supervisor Job in Kenya

We are seeking a dedicated, customer-focused individual for the role of Call Center Supervisor.

This individual will serve as a key operational leader, proficient in supporting team members and the department while increasing customer satisfaction, loyalty, and retention.


  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Manage daily call center activity including monitoring staffing needs, efficiency and service levels and outages/service interruptions. Escalate customer impacting issues appropriately
  • Monitor individual and team performance to ensure performance and quality standards are met or exceeded. Examples include regularly monitoring calls and utilizing performance metrics to provide feedback and coaching
  • As a working member of the call center team, answer calls as call volume requires and promote excellent customer service, effective response times, and provide expert insight into general support issues
  • Handle all complex customer service issues, escalated, and/or unresolved calls. Ensures continuous development of the team by providing ongoing coaching, performance reviews and on-the-job training
  • Establish and maintain interdepartmental relationships and communications to ensure alignment on all Company initiatives
  • Manage department personnel issues including performance reviews, counselling and progressive disciplinary actions as needed
  • Make decisions and implement change to improve processes and customer experiences
  • Motivate and inspire by utilizing effective leadership skills including problem solving and team development
  • Perform other duties as requested by management

Skills & Qualifications

  • Holder of a business related / relevant degree
  • Minimum of 3+ years’ experience as a supervisor in an call center setting is preferred
  • Telecommunications background, and technical knowledge of an call center is strongly preferred
  • Excellent interpersonal written, verbal and listening skills
  • Customer focused, analytical thinker who can quickly assess and identify customer needs
  • Process oriented with a strong attention to detail with the ability to resolve problems quickly, accurately and through to resolution
  • Positive, proactive, and personable team leader
  • Strong sense of responsibility and ownership
  • Ability to quickly assimilate and learn new products and systems
  • Flexibility to work any shift or day of the week, including holidays

Email your CV and application to

Business Administration, Sales and Marketing
Updated: November 22, 2020 — 3:42 pm