Contact Centre Team Leader – Hospital

About the role

Our client, a leading medical centre in Kenya, is looking for a results‑driven Contact Centre Team Leader to manage the patient‑focused contact centre at its Nairobi head office. The role involves overseeing daily operations, ensuring high‑quality interactions across calls, email and social media, and driving continuous improvement in service delivery.

Key responsibilities

• Plan, coordinate and supervise daily contact centre activities.
• Monitor and improve the quality of customer interactions across calls, emails and social media.
• Set individual and team performance targets and track achievement.
• Collect, analyse and interpret performance statistics and key performance indicators such as service levels, call volumes, abandoned calls and response times.
• Prepare weekly, monthly and annual performance reports.
• Handle escalated customer concerns and ensure timely resolution.
• Recruit, coach, mentor and develop contact centre officers.
• Collaborate with technical teams to resolve system or performance issues.
• Drive continuous improvement by implementing best practices and quality standards.

Required profile

• Bachelor’s degree in Communication, Public Relations or a related field.
• Minimum 4 years’ experience in a customer service role, preferably within a hospital or healthcare environment.
• Experience supervising or leading a contact centre team is an advantage.
• Strong communication, listening and questioning abilities.

Required skills

What we offer

• Gross salary of Ksh 50,000 per month.
• Opportunity to lead a dedicated team in a reputable healthcare institution.
• Professional development and mentorship.