Supervisor at Calltronix Contact & Training Centre

Calltronix Contact & Training Centre

"Calltronix Contact & Training Centre is dedicated to shaping careers through tailored training and fostering growth with diverse employment opportunities. Join us to embark on a journey towards professional fulfillment and success."


  • Job Type Full Time
  • Qualification BA/BSc/HND
  • Experience
  • Location Nairobi
  • Job Field Customer Care 

REFNO: Sup-CC-007-007-2024

Reports to: Head of Operations

Job Summary

  • The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.
  • Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staff training, telemarketing, scheduling and reward/recognition programs.

Essential Functions

  •  Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  •  Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  •  Providing statistical and performance feedback and coaching on a regular basis to each team member
  •  Writing and administering performance reviews for skill improvement
  •  Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
  •  Ensuring employees have appropriate training and other resources to perform their jobs
  •  Responding to and resolving employee relations issues expressed by team members
  •  Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
  •  Addressing disciplinary and/or performance problems according to company policy.
  •  Preparing warnings and communicating effectively with employees on warnings and making effective/appropriate decisions relative to corrective action as required
  •  Assisting the manager with daily operation of the contact centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
  •  Working as a member/leader of special or ongoing projects that are important to area/process improvement
  •  Sharing continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
  •  Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives
  •  Using appropriate judgment in upward communication regarding department or employee concerns
  •  Taking lead in providing briefs with management and team
  •  Providing support where required to the Operation Manager
  •  Preparing daily and weekly reports and presentations
  •  Duties, responsibilities and activities may vary from time to time with or without notice
  •  Comply with all Workplace Health & Safety (WH&S) policies and procedures

Method of Application

Interested and qualified? Go to Calltronix Contact & Training Centre on to apply

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