• Listen to pre-screened calls and conduct weekly coaching sessions with Agents.
  

• Assist agents by providing floor support on customer queries.
  

• Undertake agent motivation activities
  

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  

• Conduct WPR/PIP and PMP sessions.
  

• Maintain attendance tracker
  

• Provide Subject Matter Expertise support to agents.
  

• Suggest improvement to the Account Manager, as required, geared to efficiently meeting service level agreements.
  

• Resolve escalated customer issues.
  

• Conduct pre-shift team meetings on a daily basis.
  

• Communicate all process, client changes and notifications to agents in a timely manner
  

• Undertake weekly phone calls duties
  

Critical Areas

• Detail oriented and able to meet strict deadlines while maintaining accuracy of work.
  

• Able to follow well-defined processes and procedures and guidelines.
  

• Have a helpful, friendly, service orientated attitude.
  

• Ability to make decisions independently based on established knowledge and procedures.
  

• Exceptional communication skills, both written and verbal.
  

• Able to remain calm and professional, even with challenging clients.
  

• Keen attention to detail and excellent memory, making clients feel known.
  

• Able to thrive in a fast-paced, high-volume work environment.
  

• Good organizational and multi-tasking abilities.
  

• Problem-solving skills.
  

• Strong phone, email, and verbal communication skills along with active listening.
  

• Customer focus and adaptability to different personality types.
  

• Ability to multitask, set priorities and manage time effectively.
  

Qualifications & Skills

• Diploma or equivalent required, college degree preferred.
  

• A Bachelor’s degree
  

• Fluent in the English Language (neutral and clear accent)
  

• Good knowledge of Kiswahili
  

• Proficient in MS Office Suite – MS Word, MS Excel and MS Outlook
  

• Good understanding of Performance Management Programme
  

• Excellent Coaching Skills
  

• Demonstrated exceptional Customer Service Skills