Team Leaders
Position Summary
This position is responsible for supporting, coaching,
developing and supervising a group of employees at Horizon Contact Centers.
- Effectively and
efficiently manage agents to meet pre-determined Key Performance
Indicators
- 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.
Job Specification:
- 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
If you believe this is an exciting and challenging opportunity
for you; then please go to www.horizoncontactcenters.com for more
details and to apply.
An attractive remuneration is offered to the successful
candidates.
Only shortlisted candidates will be contacted.
Closing date is 15th February 2013.
