Careers at Teleperformance Kenya

The Customer Service Supervisor is responsible for driving performance and ensuring customer satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent customer needs and goals within the organization to ensure the highest level of accuracy and quality. In addition, the Customer Service Supervisor should build relationships with customers and CSE’s to encourage new business opportunities.

Job Details

Managerial Responsibilities

• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews 
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations. 
• Ensures that patient issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
• Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account. 
• Ensures that all processes and procedures are completed, quality standards are met. 
• Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps

Functional Responsibilities

• Monitoring account specific systems and processes for effective staff utilization 
• Ensures that the Service Level Agreement is met. 
• Responsible for all client communication, conflict resolution, and compliance on client deliverables. 
• Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.

Requirements

• Degree in any related field 
• C1 proficiency in English. 
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
• At least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams

go to method of application »

The Customer Service Supervisor is responsible for driving performance and ensuring customer satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent customer needs and goals within the organization to ensure the highest level of accuracy and quality. In addition, the Customer Service Supervisor should build relationships with customers and CSE’s to encourage new business opportunities.

Job Details

Managerial Responsibilities

• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews 
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations. 
• Ensures that patient issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
• Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account. 
• Ensures that all processes and procedures are completed, quality standards are met. 
• Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps

Functional Responsibilities

• Monitoring account specific systems and processes for effective staff utilization 
• Ensures that the Service Level Agreement is met. 
• Responsible for all client communication, conflict resolution, and compliance on client deliverables. 
• Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.

Requirements

• Degree in any related field 
• C1 proficiency in English. 
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
• At least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams

go to method of application »

You will be accountable for the full life cycle, end to end delivery of multiple operational, business, IT and telephony focused projects, through the effective management of multi-disciplined project teams and using planning tools including MS Project and Timeline. You will have demonstrable experience of working with conflicting deadlines in a pressurised environment and be comfortable providing quality solutions at pace. The ideal candidate must have experience in account management, 3rd party (Internal and External) vendor management, project management and/or operations management within a Contact Centre environment. You must be able to manage simultaneous complex projects and work across internal and external teams and demonstrate an ability and experience of conflict management to resolution.

Job Details

• Thrive in a fast paced environment 
• Be organised and have the ability to manage several projects at the same time.  
• Work remotely with colleagues, clients and external suppliers and have strong verbal and written communication skills. 
• Ability work autonomously, seeking permission to proceed as required from Internal and External stakeholders.   
• Confident with managing changing requirements, able to action rapid impact analysis and make recommendations. 
• Strong Prince2 methodology (Planning, Governance, Reporting), experience in Agile delivery. 
• Strong Risk and Issues Management and reporting. 
• Able to demonstrate strong IT skills, including MS Office suite, MS Project and MS Planner. 
• Process and system adaptability and fluency.   

Requirements

• Educated to degree level or equivalent
• Must have experience of sole responsibility for end to end project delivery within a Contact Centre or similar environment 
• Experience of external customer facing projects 
• Outstanding stakeholder relationship skills (internal and external) 
• Proven delivery of cross functional projects, ideally including over £1m initiatives 
• Experience of operational improvement projects, IT application development and deployment projects, telephony projects 
• Current Prince 2 Practitioner qualification (Agile qualification preferred)