Customer Service Supervisor
AI summary
Teleperformance Kenya is hiring a Customer Service Supervisor to drive team performance, ensure customer satisfaction, and maintain operational excellence. The role involves managing client communication, monitoring service level agreements, and supporting continuous improvement within the customer service unit.
- Supervisory role within a global customer experience company
- Focus on operational excellence and audit readiness
- Responsible for client communication and SLA compliance
- Involves real-time performance evaluation and team feedback
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Supervisor evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance and the role in Not specified.
- Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Supervisor role in factory, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Teleperformance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
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.
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 patent 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
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.
- Check how your CV aligns with this job
- Method of Application
- Interested and qualified candidates should apply using the Apply Now button below.
- Build your CV for free.
- Download in different templates.