Job Description
Hiring!!! 😊
Contact Center-Team Lead
Industry: Banking
Location: Victoria Island
Employment Type: Full-Time
Salary: #700,000 (Gross)
Key Responsibilities
Supervise, coach, and mentor a team of Contact Center Agents.
Must be fluent in English, Igbo, Hausa, and Yoruba.
Monitor daily team performance against key performance indicators (KPIs), including productivity, quality, customer satisfaction, and service levels.
Conduct regular call monitoring and provide constructive feedback to improve agent performance.
Ensure adherence to schedules, attendance, and company policies.
Handle escalated customer complaints and ensure timely resolution.
Prepare and submit daily, weekly, and monthly performance reports.
Identify training needs and support the onboarding of new team members.
Motivate the team to achieve individual and departmental goals.
Collaborate with other departments to improve customer experience and operational efficiency.
Ensure compliance with regulatory requirements and internal quality standards.
Requirements
Bachelor’s degree in any relevant discipline.
Minimum of 4 years of experience in a contact center.
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Strong problem-solving and conflict-resolution abilities.
Proficiency in Microsoft Office Suite and CRM/contact center systems.
Ability to analyze performance metrics and prepare reports.
📩 How to Apply
Interested and qualified candidates should fill the link below: https://docs.google.com/forms/d/e/1FAIpQLSdndjqd8S6TOH02RvYQ8UvgJS2PNWCCDXyWUJsHRpIX-SgJxg/viewform?usp=send_form
