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 
