Job Title: Team Lead, Onboarding Success
Location: Yaba, Lagos
Employment: Type Full-Time
Department: Customer Experience
About The Role
- Responsible for coordinating, supervising and providing floor support for the onboarding team.
- Ensure immediate operational needs of frontline representatives are properly addressed; ensure all representatives adhere to the established work schedule and key performance indicators.
Roles And Responsibilities
- Act as a first level escalation point for issues beyond CSRs’ sphere of control
- Monitor team performance to ensure efficiency in call handling and customer service delivery
- Promptly escalate issues that affect effective and efficient customer service
- Prepare/compile agreed periodic activity and performance reports
- Ensure the timely and accurate communication and dissemination of relevant information to the team.
- Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations
- Daily monitoring of individual’s and team key performance indicators.
- Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
- Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
- Collate feedback as regards processes and policies that alienate customer and share with the line manager
- Perform any other duties as assigned by the Manager, Customer Care.
Education And Experience
- First Degree or its equivalent in a relevant discipline.
- Three (3) to Five (5) years relevant work experience.
- Proficiency in Ms Office – Excel, Word and PowerPoint
- Communicates tactfully and effectively both verbally and in writing
- Maintain effective work relationships with all team members
- Ability to manage and motivate staff within a team environment
- Good decision making and problem-solving skills
- Attention to detail, initiative and set high standards
- Demonstrated service excellence at a supervisory level
- Flexibility and adaptability to new instructions and/or dynamic organisational priorities
- Must be a team player and able to work collaboratively with and through others.
Application Closing Date
Not Specified.