JOB TITLE: Team Lead, B2B Support
JOB LOCATION: Lagos
Job Type: Permanent
Department: Group Core Operations
JOB DETAILS:
- The Team lead is expected to lead, coach, and motivate the team to deliver departmental KPI targets and objectives.
- Execute the work plans and strategy of the customer support team in adherence to defined processes and policies.
- The lead will also act as a first level escalation point for issues beyond the Service Desk Analyst’s sphere of control.
Responsibilities
- Team Management and Operations
- Be available to affect the outcome of your team’s operations
- Providing answers to any questions they may have
- Achieve your team’s objectives by assessing your KPI results in line with your targets
- Manage and coordinate the processing of created tickets to ensure courteous, timely and effective resolution of customer requests
- Develop and implement team and inter-team workflow processes to improve overall productivity and customer satisfaction
- Monitor your own performance by assessing your deliverables in line with the expectations of your role
- Conduct routine quality monitoring of the interactions handled by the SDA’s in the assigned team to identify and isolate developmental needs
- Manage Incidents & Problems Requests
- Achieve increased productivity and minimize disruptions through the quick resolution of user queries during high severity incidents
- Act as an escalation point where difficult or controversial calls/cases are received
- Raise and work with other team leaders on resolving reoccurring incidents/requests
- Ensure NO backlog cases older than 30 calendar days
- Promptly escalate issues complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action
- Contribute to Service Improvements
- Think outside the box to solve persisting platform/process/people challenges by doing all that can be done to create and implement a lasting solution
- Take interest and contribute to the development of your team member’s capabilities to meet team goals and objectives, They are the currency to achieving your team’s objectives
- Create an environment of continuous improvement by acting on opportunities to improve and optimize CRM systems, processes, products
Requirements
- Minimum of a BSc Degree or equivalent
- Other qualifications are not mandatory but are recognized
- At least 3 years of relevant work experience in team management in a customer support function
- Knowledge of Switch Architecture and Dependencies (Postilion Office, Postilion Real-Time and ATM App, Postilion Portal, Postcard and Powercard, SQL and T-SQL/, CRM/JIRA/Customer Service Portal)
- Industry Regulatory and Standards Knowledge (CBN, PCIDSS, NIBBS)
- Web Applications and Web Servers
- Networking Basics.
Apply Now
Deadline: April 22, 2022