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.

Comments

Post a Comment

Popular posts from this blog

Customer Support Representative at BasiGo

BasiGo is an e-mobility start-up looking to revolutionize the public transportation sector by providing public transport bus owners with a cost-effective electric alternative to diesel. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle t...   Customer Support Representative Job Type Full Time Qualification BA/BSc/HND , Diploma Experience Location Nairobi Job Field Customer Care  About the role:  We are looking for Customer Support Representatives (CSR) to assist our customers with technical problems when using our products and services. You will be the primary point of contact for our customers and coordinate with all BasiGo departments to ensure that issues are resolved within SLA and customers are communicated promptly.  To be successful in this role, you should be an excellent communicator who easily gains client trust. You should ...
Read more

Operations Associate at Kopo Kopo Inc

Kopo Kopo was launched in 2012 where we partnered with Safaricom to bring Lipa na M-Pesa Buy Goods service to small and medium businesses throughout Kenya and, today, we serve thousands of businesses from salons to restaurants to office supply stores, to schools. We have since partnered with other aggregator and mobile money partners with the ultimate goal of helping businesses leverage mobile payments. We are grateful for our unusual journey and look forward to helping our merchants in growing and prosper in the years ahead.   Operations Associate Job Type Full Time Qualification BA/BSc/HND Experience Location Nairobi Job Field Customer Care  Salary Range KSh 50,000 - KSh 100,000/month The Job:   The role will combine aspects of customer service and operations duties. Ultimately, you will be responsible for quickly solving problems for businesses that rely on Kopo Kopo’s technology. You will ensure that Kopo Kopo’s information systems are kept up to date, and will engage...
Read more

Stores Clerk at Stratostaff

At Stratostaff we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business.   Stores Clerk Job Type Full Time Qualification Diploma Experience 2 years Location Nairobi Job Field Procurement / Store-keeping / Supply Chain  ROLE PURPOSE   The ideal candidate will bring strong technical knowledge of spare parts, a solid understanding of inventory systems, and the ability to manage multiple stores efficiently. They will manage inventory across all store locations, including receiving and verifying deliveries, organizing and labeling stock, and issuing parts to mechanics and service teams. The role includes conducting regular stock checks, reconciling variances, liaising with suppliers and procurement on replenishment, maintaining accurate ERP records, and preparing inventory reports. The Stores Clerk will also help improve processes to strengthen stock control and operat...
Read more