CONTACT CENTRE TEAM LEADER - HOSPITAL

General Purpose

Our client, a leading medical center in Kenya, is seeking to recruit an experienced, customer-focused, and results driven Contact Centre Team Leader to lead its customer service team at the Nairobi Head Office. The successful candidate will be responsible for overseeing the day-to-day operations of the Contact Centre, driving service excellence, mentoring the team, monitoring performance, and ensuring an exceptional patient experience across all communication channels.

Location: Nairobi | Gross Salary: Ksh. 50,000

Duties & Responsibilities

Support the Contact Centre team by planning, coordinating, and supervising daily operations. Monitor and improve the quality of customer interactions across calls, emails, and social media platforms. Assist in setting individual and team performance targets and monitor achievement. Collect, analyze, and interpret Contact Centre performance statistics. Track key performance indicators including service levels, calls handled, abandoned calls, response times, and customer satisfaction. Monitor communication channels and coordinate with technical teams to resolve system or performance issues. Evaluate the impact of channel performance on customer experience and recommend improvements. Prepare and submit weekly, monthly, and annual Contact Centre performance reports. Ensure adherence to organizational policies, attendance standards, and operational procedures. Handle escalated customer concerns and ensure timely resolution. Maintain accurate customer service records and documentation. Recruit, coach, mentor, and develop Contact Centre Officers to achieve high performance. Drive continuous improvement by implementing customer service best practices and quality standards. Conduct regular coaching sessions and training to enhance service delivery and team effectiveness.

Requirements & Qualification

Bachelor's Degree in Communication, Public Relations, or a related field. Minimum of 4 years' experience in a Customer Service role, preferably within a hospital or healthcare environment. Experience supervising or leading a customer service or contact centre team will be an added advantage. Strong communication, listening, and questioning skills.

How to Apply

Qualified candidates are requested to apply by sending their CV to recruitment@africanlaboursolutions.co.ke quoting the Job Title on the email subject " Contact Centre Team Leader - Hospital" Deadline: July 31st 2026 Only shortlisted candidates will be contacted for further steps in the recruitment process.