# Service Specialist Supervisor

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/59efb530-ad7c-42da-95d8-90a54fdf8b76)

## Description

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