Our client, a global FinTech startup based in the United Kingdom(UK) with offices in several other countries is looking to recruit an experienced Customer Service Team Leader to head the 24/7/365 customer service operation in Nairobi.
The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business.
The successful candidate will report to the Head of Operations and Customer Service in the UK office.
Daily performance planning and management meeting with the UK team
Quality calibration and action planning with UK-based quality control manager
Appraisals and performance management of the Nairobi team.
Participation in continuous improvement process organised across global teams.
Contact centre business continuity and disaster recovery planning and delivery
Liaison with the outsourced HR support and outsource desktop support teams.
Responsible for recruitment in line with budgeted headcount requirements