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Kenya | Team Leader - DF6284

Closing: May 30, 2024

5 days remaining

Published: Apr 30, 2024 (26 days ago)

Job Requirements

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Job Summary

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Team Leader


Responsibilities
Team Leader


Team Leader

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 with 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 C1 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


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