Team Lead, Contact Centre
Workforce Group
lagos, NG
14h ago
source : Mrjobsnaija

Workforce Group's job vacancy, Career and Recruitment

Job title : Team Lead, Contact Centre jobs in Lagos Job Location : Lagos Deadline : June 30, 2022

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  • 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
  • Customer Service jobs in Nigeria *Customer Service jobs in Lagos *Team Lead, Contact Centre in Lagos
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