• Application Deadline:
• Position: Team Manager - Call Center Operations



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• Job Field Customer Care 
  
  

About The Role:

• The Team Manager - Call Center Operations is a dedicated, team member who can coach and motivate call center representatives. You will assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.


• Department EasyBuy Program Management Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid Compensation ₦0 / month

What You Would Be Expected To Do:

• Work closely with the team, motivating and coaching them


• Hosting 1-2-1’s and team meetings.


• Keeping up to date with business development and new product lines.


• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs


• Ensure training and development plans are maintained for all team members.


• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.


• Manage the fair and consistent application of performance management and disciplinary measures as necessary.


• Manage and inspire a team of customer service agents to deliver excellent levels of team performance and customer satisfaction.


• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.


• Work with the management team to identify and deliver positive change and business efficiencies.


• Deliver the allocated part of the operation within budgets, service levels and business targets.


• Escalate any appropriate problems to senior management.


• Highlight operational risks and areas for improvement.

You Might Be a Strong Candidate If You:

• Have prior experience managing a team is an added advantage but not a must.


• Have good coaching and communication skills.


• Have minimum of 2 years’ experience within a contact center environment.


• Have Strong coaching and people-development skills through call listening, quality feedback, etc.


• Are able to deal with demanding customers and escalations


• Are a creative thinker.


• Have managed customer escalations which ultimately resulted in favorable customer satisfaction rating