Customer Service Supervisor

AI summary

This job posting is for a Customer Service Supervisor position in Kenya. The role involves leading a customer service team, managing performance, handling escalations, and ensuring service standards in a 24/7 environment. The employer is anonymous and the position is full-time.

• Full-time role in a 24/7 customer support environment.
• Bachelor's degree required.
• English language requirement.
• Anonymous employer on BrighterMonday Kenya.

Description

Find a Job + + + + Search Customer Service Supervisor Anonymous Employer Customer Service & Support 4 weeks ago Easy apply Kenya Full Time Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Min Qualification: Bachelors Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Kenya Job descriptions & requirements Employment Type: Full-time Reporting to: Frontline Support Manager Location: Kenya Role Overview We are looking for a proactive and results-driven Customer Service Supervisor to lead and support our frontline customer service team. The successful candidate will be responsible for driving service excellence, coaching and developing agents, managing day-to-day operations, and ensuring customer service targets are consistently achieved. This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Key Responsibilities 1. Team Leadership and Performance Management • Lead, motivate and develop a team of Customer Service Agents to achieve individual and team performance targets • Monitor and manage key performance indicators (KPIs), including SLA, quality, productivity and customer satisfaction metrics. • Conduct regular coaching sessions, performance reviews and development discussions. • Support probation reviews and performance improvement initiatives where required. • Prepare and present weekly and monthly performance reports. 2. Workforce Planning and Operational Management • Coordinate shift schedules, attendance management and leave planning to ensure adequate coverage across all customer support channels. • Monitor workforce adherence and productivity throughout the day. • Ensure effective shift handovers and continuity of service across a 24/7 operation. • Support queue management and workload distribution to maintain service levels. 3. Customer Service & Escalation Management • Act as the first point of escalation for complex customer issues and complaints. • Ensure customer queries are resolved in a timely, professional and customer-focused manner. • Identify recurring customer issues and work with management to implement improvements. • Support complaint management and root cause analysis activities. 4. Quality Assurance & Continuous Improvement • Conduct quality reviews across calls, chats and emails. • Provide feedback and coaching to improve service quality and consistency. • Identify training needs and support the delivery of ongoing learning initiatives. • Promote best practices and continuous improvement across the team. 5. Operational Oversight • Ensure effective use of Freshdesk, communication platforms and other operational systems. • Monitor ticket queues to ensure timely assignment, follow-up and resolution of customer issues. • Support operational activities such as refund approvals, escalation tracking and service recovery actions where required. • Maintain accurate records relating to team performance, training and operational activities Qualifications & Experience • Bachelor’s degree or equivalent qualification. • Proven experience in a Customer Service Supervisor, Team Leader or Contact Centre leadership role. • Strong understanding of customer service operations, service levels and performance management. • Experience managing teams in a fast-paced environment. • Excellent coaching, communication and problem-solving skills. • Experience using customer support platforms such as Freshdesk, Zendesk or similar systems. • Strong analytical and reporting skills. • Ability to work effectively in a 24/7 operational environment Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Upda