JOB DESCRIPTIONJob Title : Team Lead Contact Centre Job Grade : BOJob 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 deliveryDuties & Responsibilities Ensure agreed customer service standards are consistently metSupervise the day to day operation of the contact CentreProvide 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 CenterKey Performance Indicators Accurate call logsComplaints resolved within TATEfficient working teamJob Requirements Good first Degree or HND with 2-3 years working experienceKey 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 .
Skillset Required : Analytical Skill, Industry Knowledge, Customer Service Skill, Customer Service, Leadership, Communication Skill, Problem Solving