• Application Deadline: Fri, 22 Jul 2022 00:00:00 GMT
• Position: Team Lead, Voice Inbound Contact Centre


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

Duties & Responsibilities

• Manage the team.


• Collate feedbacks from customers and escalate issues affecting service to stakeholders


• Generate daily/weekly report for team and send to the unit and QA team


• Follow up on pending requests and complaints with branches and head office departments


• Ensure customers are given timely feedback on the status of their complaints and informed of final resolution


• Responding to emails in the FirstContact Service Desk mailbox and ensure there is no backlog Mentoring and coaching of consultants


• Second level authentication of requests initiated by consultants


• Confirm active access rights of team members at regular intervals


• Ensure wow customer experience and migrate customer to cost effective channels


• Up sell and Cross sell all banks product and services.

Job Requirements

• First Degree in any relevant discipline but preferably Social Sciences


• Contact center experience.