Tatu City

Special Economic Zone for industrial development

Service Specialist Supervisor

Customer SupportConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Business Administration, Management, Hospitality, Communications, or a related field is required.
At least 3 years of experience, including 1 year in a supervisory role, is required.
Strong coaching and team-building skills are required.
The ability to prioritize tasks and work effectively in a fast-paced, high-growth environment is required.
Excellent verbal and written communication skills in English are required.
Strong computer skills, including proficiency in Microsoft Office, are required.

Responsibilities

Coach, motivate, and manage a team of direct-report service agents.
Monitor calls, call-handling statistics, survey scores, quality assurance, and agent productivity.
Manage attendance, absences, and attrition in accordance with company policies and protocols.
Complete administrative tasks and recordkeeping within established timelines.
Identify and address performance issues, including using 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, including complete knowledge of products, policies, procedures, and technology.
Take calls as assigned to maintain skills or provide support during periods of high call volume.

Desired Qualifications

Call center experience within the travel industry is preferred.

Service Specialist Supervisor

Tatu City · Tatu City, Kenya · — · Posted 2026-01-14

Workplace: on_site

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

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

Recently Posted Jobs

Explore more opportunities at Tatu City

See more jobs