Team Lead, Contact Centre at Workforce Group Full Time

Job Title: Team Lead, Contact Centre

Location: Lagos
Employment Type: Full-time
Job Grade: BO

Job Summary

• The team Lead supervises the activities and work volume of the Contact Centre Agents in attending to incoming customer enquiries and resolution of issues raised, in order to provide optimal service delivery

Duties & Responsibilities

• Ensure agreed customer service standards are consistently met
• Supervise the day to day operation of the contact Centre
• Provide leadership, guidance and support to the contact Centre agents on a daily basis.
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Monitoring random calls to improve quality, minimize errors, and track operative performance.
• Ensuring all relevant communications, records and data are updated and recorded.
• Reviewing the performance of contact care agents, identifying training needs and planning training sessions.
• Consistently monitor staff levels and liaise with management regarding any adjustments required.
• Manage the customer service mail box.
• Collate, review and update contact care agents daily call logs.
• Handling the most complex customers’ enquiries and complaints for resolution within TAT.
• Any other assignment as assigned by Head Contact Center

Key Performance Indicators:

• Accurate call logs
• Complaints resolved within TAT
• Efficient working team

Job Requirements

• Good First Degree or HND with 2 – 3 years working experience

Key Competency Requirements
Knowledge:

• Up to date knowledge on bank’s products and services.
• Industry knowledge
• Good knowledge of Application Software (VRM, SCOREBRIDGE & CC Application Software).

Skills / Competencies:

• Excellent customer service skills
• Ability to prioritize and control workload of a team
• Good interpersonal relationship ▪ Good communication Skills and diction
• Sound problem solving & analytical skills
• Computer literacy

Application Closing Date
Not Specified.