RTO Staff Coordinator
HCS Affiliates Group
Nairobi, Kenya
Full Time
Human resources and management consultancy
Human resources and management consultancy
Published February 17, 2026
Job Description
Coordinates the operations control centre, maximizes resource productivity, coaches agents, monitors delivery times, ensures quality standards, and provides feedback, requiring strong communication, leadership, and ability to work under pressure.
Key Responsibilities
- Coordinate the operations control centre.
- Maximise productivity of resources (people, technology, etc.).
- Coach and hand‑hold agents to maintain high operational standards.
- Monitor and improve order delivery times while minimising order cancellations.
- Evaluate performance using key metrics.
- Ensure quality‑assurance checks are completed and maintained.
- Optimise delivery times and maximise G‑Sat scores.
- Assist all three user groups to ensure satisfaction.
- Analyse daily and weekly operation metrics with a macro view of long‑term success.
- Mentor staff and provide required support.
- Provide structured, actionable daily feedback to the Team Lead/Supervisor.
- Plan, perform and oversee audits on RTO processes to ensure quality deliverables.
- Analyse quality results and propose solutions/improvements to the Hub Supervisor.
- Interpret and comply with company quality standards; follow sampling procedures and guidelines for collection and reporting of quality data.
- Detect coaching needs and take appropriate actions to ensure compliance with quality standards.
- Provide coaching inputs to the Supervisor and HQ to maximise agents’ efficiency and quality.
- Report on results of quality audits.
- Assist the OCC team when needed.
- Perform any other tasks related to operations as required.
Requirements
- BA/BSc/HND or equivalent degree.
- Ability to work under pressure and handle high‑volume operations.
- Strong communication and interpersonal skills.
- Leadership and coaching abilities.
- Proficiency in MS Office, Google Docs, and call‑centre equipment/software.
- Excellent organisational and problem‑solving capabilities.
- Willingness to work weekends, early mornings, late nights, and occasional holidays in a 24/7 environment.
- Positive, patient, and multitasking ability.
- Quick learner adaptable to a fast‑paced environment.
How to Apply
Email detailed CVs with a daytime telephone number to jobs1@hcsaffiliatesgroup.com. Use subject line "RTO STAFF COORDINATOR" and indicate current and expected salaries.
Ready to Apply?
Contact the company directly to apply for this position.
Job Summary
| Company: | HCS Affiliates Group |
| Location: | Nairobi, Kenya |
| Type: | Full Time |
| Industry: | Human resources and management consultancy |
| Posted: | 02/17/2026 |