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Call Center Team Leader Job Fidotech
Customer Service Jobs. Fidotech Jobs
Job Summary
Fidotech Kenya Ltd is seeking a dynamic and experienced Call Center Team Leader with a background in the gaming or betting industry. The successful candidate will oversee a team of call center representatives, ensure efficient operations, maintain high service standards, and drive continuous improvement in customer satisfaction.
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YOUR IMPACT:
- Supervise and motivate a team of call center representatives to achieve performance targets.
- Monitor inbound and outbound calls to ensure quality, accuracy, and adherence to company standards.
- Provide coaching, mentoring, and performance feedback to team members.
- Handle escalated customer issues and ensure timely resolution.
- Prepare and analyze reports on team performance, productivity, and customer satisfaction.
- Collaborate with management to implement strategies for improving call center efficiency.
- Stay informed about gaming products, promotions, and regulatory updates.
- Ensure compliance with company policies, industry regulations, and responsible gaming practices.
- Participate in recruitment, onboarding, and training of new call center staff
OUR REQUIREMENTS:
- Bachelor’s degree in Business, Communications, or a related field (preferred).
- Minimum 3 years of experience in a call center leadership role within the gaming or betting industry (mandatory).
- Strong leadership, coaching, and people management skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Proficiency with CRM and call center management software.
- Ability to analyze data, identify trends, and recommend improvements.
- Flexibility to work in shifts, including evenings, weekends, and holidays.
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How to Apply
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