Call Center Supervisor at Amiran Kenya Ltd

Job Summary

The position will be responsible for organizing and directing the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center agents in performing their duties. Provides support, reports & resolves problems and complaints. Monitors agents & contact center performance, and analyzes reports.

Job Responsibilities

• Supervises, plans and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of telephone operators and call center agents.
• Act as a source of information and answer operator/agents questions, assign tasks, follow ups and give instructions as necessary.
• Carry out supervision, coaching, call monitoring, training, reviewing of all operators/agents.
• Attend to customer complaints and resolving them.
• Carry out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Compiles and maintains lists of key and on-call schedules and ensures all lists are available to operators for use as required.
• Prepares and directs scheduling, monitors operators’ attendance and schedules.

Qualifications 

• Bachelor’s Degree in Business Administration or related field.
• Five years’ customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
• Excellent communications, interpersonal, leadership, organizational and administrative skills.
• Excellent command of English and Kiswahili.
• Must be computer literate.
• Able to work in a team.
• Good knowledge of commonly used word processing, spreadsheet and database software packages.