Description<\/p>\n
\tThe Customer Service Supervisor is responsible for driving performance and ensuring customer satisfaction.
\n\tThe 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\u2019s to encourage new business opportunities.<\/p>\n
Managerial Responsibilities<\/p>\n
\tAchieve 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\u2019s operations, whilst contributing to procedures development and improvement through continuous reviews\u00a0
\n\tProvides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.\u00a0
\n\tEnsures that patent issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
\n\tWorks 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.\u00a0
\n\tEnsures that all processes and procedures are completed, quality standards are met.\u00a0
\n\tIdentifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps<\/p>\n
Functional Responsibilities<\/p>\n
\tMonitoring account specific systems and processes for effective staff utilization\u00a0
\n\tEnsures that the Service Level Agreement is met.\u00a0
\n\tResponsible for all client communication, conflict resolution, and compliance on client deliverables.\u00a0
\n\tCarries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
\n\tAchieve 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\u2019s operations, whilst contributing to procedures development and improvement through continuous reviews.<\/p>\n
Requirements\u00a0<\/p>\n
\tDegree in any related field\u00a0
\n\tC1 proficiency in English.\u00a0
\n\tProficient in MS Office Suite \u2013 MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
\n\tAt least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams<\/p>\n
We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Teleperformance Kenya","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"TP is a trusted partner to many of the world\u2019s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[723,693,717,708],"job-types":[1244],"class_list":{"0":"post-93349","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/93349","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=93349"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=93349"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=93349"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=93349"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}