POSITION: CUSTOMER SERVICE TEAM LEADER

Our client, a global FinTech startup based in the United Kingdom(UK) with offices in several other countries is looking to recruit an experienced Customer Service Team Leader to head the 24/7/365 customer service operation in Nairobi.

The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business.

The successful candidate will report to the Head of Operations and Customer Service in the UK office.

Key duties

  • Daily performance planning and management meeting with the UK team
  • Quality calibration and action planning with UK-based quality control manager
  • Appraisals and performance management of the  Nairobi team.
  • Participation in continuous improvement process organised across global teams.
  • Contact centre business continuity and disaster recovery planning and delivery
  • Liaison with the outsourced HR support and outsource desktop support teams.
  • Responsible for recruitment in line with budgeted headcount requirements
  • Development and training of staff
  • Ensuring correct payroll and leave settlements for the team
  • Taking and resolving escalated enquiries

Requirements

  • 5 years of progressive experience in customer service team leadership preferably in a fintech industry
  • Demonstrated ability to work, manage, and meet competing deadlines in a fast-paced environment
  • Demonstrated success in supporting team members and senior management
  • Must have a proven track record of proactively identifying, communicating potential problems and proposing solutions
  • Bachelors degree in a business-related course
  • Demonstrated commitment to staff training and development
  • High level of interpersonal skills.
  • Fast thinking, proactive and confident working unsupervised using own initiative.
  • Have strong people management skills and be able to demonstrate experience in this area.
  • Ability to carry out responsibilities independently with minimal technical support
  • Proficiency in Microsoft office
  • Excellent communication skills.
  • Have a passion for accuracy and clarity of thought.

How To Apply

Please click on the link below to apply:

Any application received after the deadline will not be considered.


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