View Jobs at Interswitch Group |
Permanent |
Lagos |
Posted 1 year ago |
Job Title: Team Lead, B2C Support
Location: Lagos
Employment Type: Permanent
Department: Systegra – Digital Infrastructure & Managed Services
Job Purpose
- The Team lead is expected to lead, coach, and motivate the team to deliver departmental KPI’s targets and objectives.
- Execute the work plans and strategy of the customer support team in adherence to defined processes and policies.
- The lead will act as a first level escalation point for issues beyond the Service Desk Analyst sphere of control.
Key Responsibilities
- Coordinate and monitor the activities of support staff to achieve agreed targets
- Assist in monitoring compliance to defined service levels. (Daily, weekly monitoring)
- Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries.
- Monitor team performance to ensure efficiency in contact handling and customer service delivery.
- Promptly escalate issues complex issues to appropriate service owners or department to determine and recommend appropriate courses of action.
- Conduct routine quality monitoring of the interactions handled by the SDA’s in assigned team to identify and isolate developmental needs.
- Engagement with product/business lines to pro-actively seek out product and process improvement opportunities.
- Provide guidance to direct reports, and others as required, to develop and maintain a motivated, engaged and customer focused team.
- Identify and assess customer needs to ensure satisfaction.
- Prepare and submit reports on weekly/monthly basis as necessary.
- Conduct feedback & coaching sessions with all assigned team members, provide guidance and manage the performance of subordinates.
- Facilitate prompt and complete dissemination of relevant information to team members and manage relationship with other call centre teams and functions
- Create an environment of continuous improvement by acting on opportunities to improve and optimize CRM systems, processes, products.
Education and Experience
- Academic Qualification(s): Minimum of B.Sc Degree or equivalent.
- Professional Qualification(s): Other qualifications not mandatory but recognized
- Experience (Number of relevant years): At least 3 years relevant work experience in team management in a customer support function.
Apply Now
Deadline: June 5, 2023
Job Features
Job Category | Support Staff |