Customer Care Shift Manager / Supervisor at Betin Kenya

Probation Period: 6 months

Salary: Competitive

This position is responsible for supervising the call center, to deliver high performance results and installs practices to increase the current performance of the team.

Ability to work in a highly competitive environment with up to 40 customer care agents per shift. Supervisor reports to the Customer Service Manager.  This position requires working in shifts. You must successfully pass a criminal history check.

Responsibilities:

• SELL, SELL, SELL! Ability to cross sell the products to know how to motivate the team, to increase sales, to up sale the clients and resolve disputes in a professional manner
• To lead and train the sales team, to install procedures and practices to increase the sales and quality of service
• Determines telemarketing quality standards by studying inbound and outbound calls and customer service presentations
• Provides feedback, timely KPI reports and analysis to Customer Care Manager
• Develops new models; implementing changes and gives suggestions on new procedures and policies in order to increase performance of the team
• Organizes frequent trainings and motivates the team in order to increase the performance
• Supervising the shift and to ensure all clients are served accordingly and efficiently
• Handling complaints and other issues team comes across with during the shift
• Communicates with other internal department in case of issues and follows up on receiving fast resolution of the same
• Maintains files, emails and other relevant information in organized manner
• Any other duty that may arise

Knowledge, Skill Set & Qualifications Required

• At least 2 years’ experience similar position in sales
• Excellent sales skills, experience in this field is necessary
• Excellent work ethics and ability to work independently, under pressure and meet tight deadlines
• Excellent verbal communication skills
• Ability to deliver high performance results and meet monthly targets
• Must be highly motivated self-starter and willing to deliver maximum
• Communications proficiency, both written and verbal form
• A responsible attitude and able to multitask between internal departments and large group of team members across different platforms
• Highly organized, ability to make decisions under pressure
• Ability to lead and motivate others
• Good Time management and accuracy at record keeping
• Ability to priorities own work and work of other team members
• Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
• Ability to make the right decisions for the business