• Application Deadline:
• Position: Team Lead - Customer Support


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Abuja


• Job Field Customer Care 
  

Role and Responsibilities

• Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team


• Supervise and coordinate the daily operations of the resolution team


• Ensure proper scheduling to manage dropped call rates and other service levels


• Produce timely reports of activities


• Ensure staff in the team are adequately equipped with the requisite systems and applications


• Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance


• Escalate any downtime or service failure promptly


• Coach and train the agents on customer handling skills

Requirements

• Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)


• A University degree. A Master’s degree is an added advantage


• Good Communication


• Customer Engagement and Relationship Management


• Strong Leadership and Time Management skills


• Emotional Intelligence (Self-Control)