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 [email protected] 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.