Call Center Team Leader

Call Center Team Leader

Cci Kenya

Call Center Team Leader

Details of the offer

To provide quality and efficient service to our clients leading, managing, developing and motivating a team of call centre agents.
Education (Formal Qualification Required)
Grade 12 or equivalent NQF4 level qualification

Tertiary education in Sales / Marketing would be ideal

Sound knowledge of a CRM system

1-2 years’ experience as an Agent

6-12 months’ experience as a Team Leader / Manager in a call centre environment

Completed the in-house supervisory training programme and product-specific training

Strong MS Excel and PowerPoint skills


Ensure efficient daily operation of the team against KPI’s
• Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met

• Respond to escalated customer issues from Agents

• Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to.

• Coach Agents on issues arising during the course of operations and QA sessions.

• Is available for employees who experience work problems providing appropriate coaching, direction and resolution

• Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required

• Prepare warnings and communicates effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.

Facilitates ongoing team performance improvement

• Identify and implement methods to improve team operations, efficiency, and service to customers and clients.

• Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.

• Ensure employees have access to appropriate training and other resources to perform their jobs.

• Provide input into work procedures and processes that support the company and departmental procedures.

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

• Ensure that the physical working space is conducive to a productive working environment.

• Provide input into team awards and implement and manage incentive budgets

Monitor and plan weekly team performance

• Report and monitor daily and weekly on team performance statistics of

1. New hires

2. Absenteeism

3. KPI adherence

• Revise and update the plan on a weekly basis to ensure targets are met

• Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto

• Manage physical resources and tools of trade seating, headsets

Level of Authority

• The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures

• Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager

• Any decision made must be consistent for all team members

• Coaching and leadership practices for the team assist in improved performance over an extended period of time.

• Effective leadership of the team can lead to lower absenteeism and turnover improving performance.

• Planning time frame is typically 1 week to 1 month

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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