Customer Service Team Leader at Poa Internet

Job Purpose :

Lead and coach a high-performing team of Customer Service Representatives to deliver fast, consistent, and exceptional support across all customer channels. Drive service excellence, operational efficiency, and adherence to performance standards in a high-volume, shift-based environment.

Role Responsibilities: 

• Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media.
• Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases.
• Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs.
• Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes.
• Support team members with live escalations, troubleshooting, and difficult customer interactions in real time.
• Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps.
• Collaborate with cross-functional teams to enable end-to-end customer resolution.
• Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery.
• Uphold and foster a culture of excellence, accountability, and customer obsession within the team.

Minimum Qualifications, Regulatory and Legal Requirements

• 2–3 years’ experience in a fast-paced inbound customer service environment, including at least 1 year in a team leadership role.
• Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field.
• Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting.
• Strong digital literacy, including CRM, Workforce Management Systems and social media platforms.

Competencies and Attributes

• Strong team leadership with proven coaching and mentoring capability.
• Clear, empathetic verbal and written communication.
• Strategic problem-solving with strong attention to detail in issue diagnosis and resolution.
• Effective time management, with the ability to prioritise, delegate, and drive accountability.
• Calm, composed decision-making in high-pressure or escalated situations, with proven conflict resolution ability.
• Collaborative and proactive in working across teams to resolve issues.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• Fluency in Kiswahili and English, with strong communication skills in both.