Customer Service Supervisor-Mombasa at Teleperformance Kenya in Mombasa, Kenya

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    Customer Service Supervisor-Mombasa

    Teleperformance KenyaMombasa, Kenya

    Posted

    1 week ago

    Apply by

    26 Aug

    Full Time
    On Site
    Mid
    ICT & Telecommunications
    Customer Service & Support

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    Job Description

    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.

    Key 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.
    • 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.

    Required Qualifications

    • 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

    Job Details

    Job Function

    Customer Service & Support

    Minimum Experience

    4 years

    Education Level

    Bachelor’s Degree

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified? Go to Teleperformance Kenya on tpkenya.seamlesshiring.com to apply.

    Lead with Metrics and Coaching in Your Interview

    Customer service supervisor roles live and die by numbers: service levels, quality scores, and team productivity. Hiring managers will probe how you've moved those numbers before, so come ready with concrete examples of leading a call center team.

    1. Quantify your leadership impact: Before the interview, pull together specific metrics from your past roles: average handling time, customer satisfaction scores, or team adherence. Be ready to explain how your coaching or process changes moved those numbers. For instance, if you reduced call abandonment by 10%, walk through exactly what you did.

    2. Show your coaching style: Supervisors are judged on how they develop their people. Prepare a story about a time you turned around a struggling agent: what you observed, the feedback you gave, and the improvement you saw. Hiring managers want to see you can be firm yet supportive.

    3. Master the client communication angle: This role involves regular two-way communication with the client. Expect questions about how you handle difficult client requests or push back. Have an example where you managed expectations and kept the relationship strong.

    4. Know your call center tech: Be ready to discuss the tools you've used: dialers, CRM systems, quality monitoring software. Even if you haven't used their exact system, show you can learn quickly and have adapted to new tech before.

    5. Prepare for scenario questions: You'll likely get hypotheticals like 'An agent is consistently missing targets, what do you do?' Structure your answer: diagnose, coach, set a plan, follow up. Show you have a systematic approach to performance management.

    6. Emphasize your compliance mindset: The posting stresses following policies and regulations. Talk about how you ensure your team adheres to procedures, especially in a regulated industry like healthcare or finance if you have that background.

    7. Show you can handle conflict: Supervisors mediate between agents, clients, and management. Have a story about resolving a conflict between team members or with an upset customer. Highlight your calm, solution-focused approach.

    8. Ask smart questions: At the end, ask about the team size, the main KPIs for the account, and the biggest challenge the team is facing. This shows you're already thinking like a supervisor who owns outcomes.

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    Tags

    Customer Service
    Leadership
    Call Center
    MS Office
    English