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

    Teleperformance Kenya logo

    Customer Service Supervisor-Nairobi

    Teleperformance KenyaNairobi, Kenya

    Posted

    1 week ago

    Apply by

    26 Aug

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

    Build your CV in minutes! Tailored for the Kenyan job market.

    Build My CV

    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.

    Show You Can Run a Call Center Floor Without Breaking a Sweat

    This role is about keeping a team hitting targets while handling client expectations. Hiring managers will be looking for proof you've managed people in a high-volume environment and can keep your cool when things go sideways.

    1. Lead with your numbers: On your CV, put your team size, call volumes, and service level achievements right at the top. For example, 'Supervised a team of 15 agents handling 2,000 calls a week with a 95% SLA adherence.' That kind of specificity grabs attention.

    2. Show your leadership style: Be ready to talk about how you motivate agents, handle underperformers, and celebrate wins. Give a concrete example of a time you turned a struggling team around.

    3. Prove your client communication skills: This role involves regular client communication. Prepare a story about how you managed a difficult client relationship or resolved a conflict.

    4. Know your call center metrics: Be fluent in AHT, FCR, CSAT, and SLA. You'll be expected to monitor these and act on them, so show you understand what they mean and how to improve them.

    5. Highlight your MS Office skills: You'll be using Excel, PowerPoint, and Outlook daily. Be ready to demonstrate how you've used these tools to track performance, create reports, or communicate with your team.

    6. Prepare for scenario questions: Expect questions like 'An agent is consistently missing targets, what do you do?' or 'A client is unhappy with service levels, how do you handle it?' Practice your answers using the STAR method.

    7. Show you're a problem solver: This role involves identifying performance gaps and implementing interventions. Have an example of a problem you identified and solved in your previous role.

    8. Understand the BPO industry: Show you know what it's like to work in a call center environment, including the pressures and the importance of meeting client expectations. This will show you're ready to hit the ground running.

    CareerSasa Safety Alert: Never pay employers or agencies for interviews, training, or job placement. Does a job request payment? Report it immediately using the "Flag" button. While CareerSasa vets job postings thoroughly, always verify opportunities independently.
    Share this job:

    Boost Your Application Success

    1. 1

      Expert CV help that gets you noticed. Build Your CV

    2. 2

      A personalized cover letter for this role. Write Cover Letter

    3. 3

      Attract recruiters with a stronger profile. Boost LinkedIn

    Tags

    customer service
    call center
    leadership
    MS Office
    English proficiency