Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards.An effective supervisor will ensure their team is:Meeting individual and team performance goalsRespectful to co-workers and demonstrating a high level of integrityAdhering to company policies and proceduresProducing accurate and complete workProviding a high level of service to all customersResponsibilities: Coach, motivate, and manage a team of direct report service agentsMonitor calls, call handling statistics, survey scores, QA, and agent productivityEffectively manage attendance, absence, and attrition in line with company policies and protocolsComplete all administrative tasks and recordkeeping within established timelinesIdentify and address performance issues, including the use of performance improvement plans when appropriateConduct team huddlesEstablish and maintain appropriate communication with management, peers, colleagues, and other departmentsProvide coaching and training to support a learning environment and continuous improvementMaintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technologyTake calls as assigned to maintain skills or support during periods of high call volume RequirementsBachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related fieldAt least 3 years’ experience with 1 year experience in supervisory roleStrong coaching and team-building skillsAbility to prioritize tasks and work effectively in a fast-paced, high-growth environmentExcellent verbal and written communication skills in EnglishStrong computer skills, including proficiency in Microsoft OfficeCall center experience within the travel industry is preferred
Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards.
An effective supervisor will ensure their team is:
- Meeting individual and team performance goals
- Respectful to co-workers and demonstrating a high level of integrity
- Adhering to company policies and procedures
- Producing accurate and complete work
- Providing a high level of service to all customers
Responsibilities:
- Coach, motivate, and manage a team of direct report service agents
- Monitor calls, call handling statistics, survey scores, QA, and agent productivity
- Effectively manage attendance, absence, and attrition in line with company policies and protocols
- Complete all administrative tasks and recordkeeping within established timelines
- Identify and address performance issues, including the use of performance improvement plans when appropriate
- Conduct team huddles
- Establish and maintain appropriate communication with management, peers, colleagues, and other departments
- Provide coaching and training to support a learning environment and continuous improvement
- Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology
- Take calls as assigned to maintain skills or support during periods of high call volume
Requirements
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
- At least 3 years’ experience with 1 year experience in supervisory role
- Strong coaching and team-building skills
- Ability to prioritize tasks and work effectively in a fast-paced, high-growth environment
- Excellent verbal and written communication skills in English
- Strong computer skills, including proficiency in Microsoft Office
- Call center experience within the travel industry is preferred
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
