Customer Center Lead
Sterling Bank Plc
Lagos, Nigeria
1d ago
source : NGRJobs

Job Description

  • Maintain and develop internal support and service quality standards.
  • Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
  • Review Service delivery and interaction in branches to ensure standards are met.
  • Accompany evaluations with meaningful and constructive feedback.
  • Create strategies to improve support KPIs.
  • Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
  • Monitor customer service performance and create reports that reflect support performance.
  • Create educational materials to ensure knowledge building for all service officers and carry out trainings.
  • Job Experience

  • First Degree in any field
  • 1 2 years related work experience.
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