Service Specialist Supervisor
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Before you apply
LocationTatu City, Kiambu County, Kenya
Work modeon-site
Typefull-time
SeniorityMid
Experience3+ yrs
Company size501–1,000 people
PostedJan 14, 2026 · 9mo ago
Verified live13h ago
At a glanceSummarised by Seekless from the posting.
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
Skills
Microsoft Office
About the role
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:
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Meeting individual and team performance goals
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Respectful to co-workers and demonstrating a high level of integrity
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Adhering to company policies and procedures
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Producing accurate and complete work
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Providing a high level of service to all customers
Responsibilities:
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Coach, motivate, and manage a team of direct report service agents
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Monitor calls, call handling statistics, survey scores, QA, and agent productivity
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Effectively manage attendance, absence, and attrition in line with company policies and protocols
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Complete all administrative tasks and recordkeeping within established timelines
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Identify and address performance issues, including the use of performance improvement plans when appropriate
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Conduct team huddles
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Establish and maintain appropriate communication with management, peers, colleagues, and other departments
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Provide coaching and training to support a learning environment and continuous improvement
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Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology
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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