Customer Service Supervisor | Teleperformance

Job Summary

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.

Job Details

Managerial 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

Functional Responsibilities

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 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

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.

About Company

Teleperformance

https://tpkenya.seamlesshiring.com

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s. We are customer experience management experts.