We are looking to hire a Team Leader. The Team Lead 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 Team lead should build relationships with customers and Customer Service Representatives to encourage new business opportunities.

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.

Requirements

• Degree in any related field
• C1 proficiency in Swahili and B2 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