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Team Leader – Customer Care in Nairobi

Job Summary

M-KOPA is looking for a Customer Care Team Leader who will be responsible for the development, management and day to day supervision of the team.

Responsibilities

Main Duties

  1. Conducting regular coaching sessions and guidance to CCR / Agents
  2. Manage and organize leave for CCRs / Agents reporting to them
  3. Identify training needs / gaps for CCRs / Agents
  4. Track performance for individual CCRs / Agents and come up with ways to improve it
  5. Help man the floor alongside other Team Leads

Education

  1. At least a college diploma or degree

Experience

  1. At least 2 years working experience in a Call Centre
  2. Experience as a Team Leader is an added advantage

Required Skills

  1. Ability to mentor and guide
  2. Ability to maintain confidentiality
  3. Ability to produce desired results by linking to company’s overall goal
  4. Ability to plan and organize
  5. Delegation skills
  6. Good communication skills

General Information

Salary range Not specified
Additional information Not specified
Contract type Permanent
Job type Full Time
Location Nairobi
Area of work Design, arts
Seniority Experienced (senior worker)

Job Requirements

Required education

Diploma, Associate’s degree

Required relevant work experience:2 years

Required skills

  • Telecom industry standards
  • Answering telephones and call management
  • Training delivery
  • Team leadership
  • Call center operation (customer support)
  • Call center management

Required languages

  • English

(Spoken: fluent | Written: fluent)

Click here to apply

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