Call Centre Team Lead at HCS Affiliates Group

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

 

Call Centre Team Lead

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience3 - 5 years
  • LocationNairobi
  • Job FieldGeneral 

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Centre Team Lead. The job holder will ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.

Responsibilities

  • Coordinate operations control center
  • Maximize the productivity of resources (people, technology etc.)
  • Coach and handhold agents to maintain high operations standards
  • Monitor and improve order delivery time whilst minimizing order cancellations.
  • Evaluate performance with key metrics (etc.)
  • Ensure quality assurance checks are completed and maintained
  • Optimize delivery times and maximize Gsat
  • Ensure team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
  • Prepare and ensure that reports are submitted in a timely manner.
  • Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
  • Mentor staff and provide them with support required in their roles.
  • Give structured and actionable daily feedback to the /Supervisor

Qualifications

  • Undergraduate degree in Business/Social Science related field
  • Minimum 3 years of experience in a busy call center.
  • Being able to work under pressure.
  • Very good command of English, both written and spoken.
  • Proficient in MS Office, G-docs and call centre equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability
  • Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
  • Positive and patient
  • Ability to multitask is highly recommended
  • Ability to learn quickly and adopt to a fast-paced environment

Method of Application

Interested and qualified candidates should forward their CV to: jobs1@hcsaffiliatesgroup.com using the position as subject of email.

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