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  • Posted: Nov 6, 2017
    Deadline: Nov 10, 2017
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    Since its inception in 1963, Amiran Kenya Ltd has been a driving force behind the horticulture and floriculture industries in Kenya and throughout East Africa. Over the years Amiran has expanded its activities and is today a leader in telecommunications, water purification, solar energy, generators and more. A part of the Balton CP group of companies head...
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    Call Center Supervisor

    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.

    Method of Application

    If your career aspirations match these exciting opportunity, please send your curriculum vitae to recruitment@amirankenya.com  Hard copies will not be accepted.

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