Jobs
>
Nairobi

    Team Lead - Nairobi, Kenya - Kenya Airways

    Kenya Airways
    Kenya Airways Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    Kenya Airways is the Africa's Leading Airline-Business in the World.

    JOB SUMMARY

    Qualification (Minimum) Degree in related Field O' or 'A' level of education IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course3 years airline experience in sale and ticketing/ Contact Center environmentAbility to lead/guide and make decisionsAbility to drive performance in a Contact Center environment

    RESPONSIBILITIES

    Lead, guide and coach members to ensure quality and effective handling of calls, emails, chats and accurate ticketing.Audit tickets issued by reservations/FB team on a daily basis to ensure accuracy and integrity hence safeguard against fraud.Real-time monitoring of all contact channels to ensure high efficiency levels and service excellence (Calls, Emails and Chats)Ensure agents have access to support tools, equipment, systems and stationery for effective performance.Ensure agents are knowledgeable on fare rules and service charge and advise customers correctly.Conduct continual evaluation of processes and procedures to inform improvement efforts on efficiency and operations.Foster a conducive and positive work environment to promote team motivation for high level performance.Handle all escalations from agents to successful conclusion.Ensure an up to date refund/reversal tracker and proactive update of status to customersUphold safety and security standards for the office to safeguard company resourcesForecast call volumes and plan daily staffing levels whilst managing schedule adherence, leave days and training absenceCall back loyalty members who redeemed tickets to confirm request and inspect fraudulent activities.Monitor for tickets re-issued and with name change and report any suspicious activity to Customer Excellence & Relations ManagerEffectively liaise with other departments to resolve customer complaints beyond purviewConduct call, email and chat review sessions with individual team member on a regular basis. The audits should be captured on the quality review forms with input from both Team Lead and AgentHave the VPM, Sales and Call Traffic board updated at all timesParticipate in project management.Represent customer excellence centre in interdepartmental meetings and provide feedback an agreement reached

    REQUIRED SKILLS

    Public Relations, Digital content development and editing (social media, blogs, etc.), Corporate communications

    REQUIRED EDUCATION

    Bachelor's degree

  • Save the Children

    Team Lead

    6 days ago

    Save the Children Nairobi, Kenya Full time

    The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries · SUMMARY · The Project Team Lead will take overall responsibilit ...

  • Jamii Telecommunications

    NOC Team Lead at

    2 weeks ago

    Jamii Telecommunications Nairobi, Kenya Full time

    Jamii Telecommunications Limited (JTL) is a privately owned Kenyan telecommunication service provider offering broadband and mobile services under the "FAIBA" brand. · NETWORK OPERATIONS CENTER (NOC) TEAM LEAD JOB RESPONSIBILITIES · Team Management: Supervise and mentor a team of ...

  • Torras Digital

    Retail Team Lead at

    1 week ago

    Torras Digital Nairobi, Kenya Full time

    Torras Digital is a digital agency that equips digital first brands with the right marketing talent, skills and strategies to drive growth into the future. · Summary · Our client, a business enterprise in the home solutions space, is looking for a retail team lead. This role will ...

  • ENGIE

    Team Lead Accounting

    6 days ago

    ENGIE Nairobi, Kenya Full time

    ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services. · Job Purpose/Mission · ENGIE is hiring a Team Lead Accounting & Treasury who's looking for a way to enhance his/her career. If you are seeking new c ...

  • ENGIE

    Team Lead Accounting

    2 weeks ago

    ENGIE Nairobi, Kenya Full time

    ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services. · Job Purpose · ENGIE is hiring a Team Lead Accounting & Treasury who's looking for a way to enhance his/her career. If you are seeking new challenge ...

  • SunCulture Kenya Ltd

    Sales Team Lead

    6 days ago

    SunCulture Kenya Ltd Nairobi, Kenya Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for th ...

  • MSpace

    Sales Team Lead at

    1 week ago

    MSpace Nairobi, Kenya Full time

    MSpacePESA is the M-pesa automation that automates and manages pay bill collection accounts in real time.MSpace makes it easy for you to memorize code that is exclusively delivered to one organization · Responsibilities · Leading sales team to acquire new clients · Develop sales ...

  • HCS Affiliates Group

    Call Centre Team Lead at

    1 week ago

    HCS Affiliates Group Nairobi, Kenya Full time

    HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya. · Summary · Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Centre Team Lead. The ...

  • Staffrite

    Java Team Lead Job

    1 week ago

    Staffrite Nairobi Area, Kenya Full time

    Our client is the leading e-commerce platform in Africa, built around a marketplace, Logistics, and Pay. The marketplace helps millions of consumers and sellers to connect and transact. Logistics enables the delivery of millions of packages through our network of local partners. ...

  • Staffrite

    Digital Team Lead Job

    1 week ago

    Staffrite Nairobi Area, Kenya Full time

    Salary: Ksh 35,000 + commission, · Our client is seeking to hire a Digital Team Lead who will be in charge of creating interactive online content and maintaining a smooth user interface for the company website. He/she will be responsible for producing content that matches the com ...

  • M-KOPA Solar

    Software Engineering Team Lead at

    1 week ago

    M-KOPA Solar Nairobi, Kenya Full time

    M-KOPA's mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR... M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. · Summary · This is a fully remote role, within the ...

  • Triggerise

    Machine Learning Engineer Team Lead

    1 week ago

    Triggerise Nairobi, Kenya Full time

    ABOUT THE COMPANY · Triggerise is a growing non-profit headquartered in The Netherlands, with offices in South Africa, Portugal, India, · and Kenya. Triggerise builds scalable solutions, using mobile technologies, to deliver resources to underserved · communities where traditiona ...

  • Liberty

    Customer Service

    4 days ago

    Liberty Verified Company Nairobi, Kenya Remote job with geographical restriction Full time KSh45,000 - KSh60,000 per month

    Job Purpose · The Customer Service/Administration Officer will be responsible for ensuring continuous customer engagement and satisfaction and handling day-to-day administrative activities of the business. · Duties and Responsibilities · Guide and lead the team members to deliver ...

  • Black Pen Recruitment

    Relocate to Malta D365 F&O Principal Consultant

    5 days ago

    Black Pen Recruitment Nairobi, Kenya

    Our clients Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsofts M365, ...

  • Black Pen Recruitment

    Relocate to Malta D365 CE Lead Functional Consultant

    5 days ago

    Black Pen Recruitment Nairobi, Kenya

    Our client is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsofts M365, Azure, Microsofts Enterprise Resour ...

  • Workforce Africa

    Customer Success Associate at

    6 days ago

    Workforce Africa Nairobi, Kenya Full time

    Workforce Africa is a HR solutions provider dedicated in the provision of Human Resource Management services across Africa. Our MISSION is to deliver Business Growth by leveraging on Talent. · Summary · The Associate Customer Success Lead is the liaison between the company and ou ...

  • International Rescue Committee (IRC)

    Health Regional Lead

    1 week ago

    International Rescue Committee (IRC) Nairobi, Kenya Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization. · Job Overview · Health Unit Central Africa Regional Lead provides coherence and direction to the provision of technical support for Health Unit in the Central A ...

  • Michael Page

    Kenya Country Lead at

    1 week ago

    Michael Page Nairobi, Kenya Full time

    Michael Page Africa is the division of PageGroup specifically dedicated to the recruitment of managers and senior executives on the African continent. Our international team of over 50 consultants operate from our offices in Paris, Casablanca and Johannesburg providing a full sea ...

  • FHI360 NGO

    Chief of Party-FCDO/Tackling Deadly Diseases in Africa Programme Phase II

    6 days ago

    FHI360 NGO Nairobi, Kenya Full time

    FHI 360 (formerly Family Health International) is a nonprofit human development organization based in North Carolina. FHI 360 serves more than 70 countries and all U.S. states and territories · About Job · We are currently seeking qualified Team Lead candidates to be proposed on ...

  • Bolt

    Customer Support Regional Lead at

    5 days ago

    Bolt Nairobi Area, Kenya Full time

    Bolt, previously known as Taxify, is the leading European transportation platform providing ride-hailing and scooter-sharing services. The company's mission is to make urban travel easier, quicker, and more reliable. · Customer Support Regional Lead · QualificationBA/BSc/HND · We ...