Business Executive (Customer Service Team Lead) at Hugo Technologies

Location: Ibadan, Oyo
Work Hours: Shifting Schedule
Dress Code: Smart Casual (Jeans + T-shirt)

Job Responsibilities
Task Execution Responsibilities:

• Independent thinking - the smarts and experience to competently assess the form, scope and duration of a range of inbound client tasks/jobs/requests
• Execute samples/examples of each inbound task/job/request, which will serve as the template reference-point for your team members to follow
• Thoughtfully carve-up, organize and delegate digestible chunks of each task/job/request to your team members, complete with clear and detailed instructions, targets, timelines and output/completion expectations
• Track progress (both proficiency and productivity) of team as they execute
• Manage workflow migration of each task/job/request from the client, and communicate progress succinctly, consistently + clearly to keep them abreast
• Audit outputs from team before submitting to client completed and approved work
• Serve as interface (communication) between Hugo Management and Client - expressing issues, concerns, feedback, updates and recommendations on their behalf.

Team Management Responsibilities:

• Participate in the selection, recruitment, orientation, training, and coaching your team
• Communicate job expectations and performance to team members as a going concern
• Monitor both individual and team contributions, against role descriptions, performance benchmarks/targets and task-specific objectives as a going concern
• Conduct formal individual + team appraisals/reviews (monthly + quarterly) and author short summaries for employee improvement programs
• Monitor and manage team happiness, growth, development and job satisfaction
• Assign, schedule, and manage team toward the timely achievement of data analyses + entry objectives, against the backdrop of strict targets and timelines
• Review performance related compensation actions, and enforce policies + procedures
• Strategically plan and forecast team growth, scheduling and workflow management plans to optimize your account
• Maintain a record (reports) of ongoing and completed work and communicate frequently to the client
• Error-checking + auditing of inputted data (i.e., team’s work) before final submission
• Working as part of a team; improving under the guidance of a Supervisor

Qualifications/Requirements

• Minimum 2.2 from a reputable University
• At least 3 years of customer service experience (a must)
• At least 1 year of prior experience building/managing a team
• Touch typing, critical (at least 45 words-per-minute typing speed)
• Proficient with Microsoft Office Applications (specifically, Word + Excel)
• Computer literate, internet savvy, efficient searcher using Google + responsible enough to work with minimum supervision
• Strong written + spoken communication skills (full sentence construction, diction + grammar) are a must
• Must be amenable to work on a shifting schedule
• Must be willing to work in Ibadan, Oyo State

Ideal Candidate must be:

•  Self-starting, intelligent and a quick learner
•  A strong team player with a keen interest in mentoring and grooming team members
•  An intense perfectionist with extreme attention to detail
•  At home in a competitive environment, with stretch targets that team must achieve
•  Thrives in collaborative, team-oriented environments with on/offsite team members
•  Able to multi-task, prioritize + execute in a fast-paced, dynamic and often demanding environment (i.e. action and results oriented)
•  An assertive communicator -- proactively willing + ready to learn or instruct
•  Love people; great at coaching and instructing teams of talented individuals

Top 3 Reasons why Candidates apply to Hugo:

• One of the best work and team environments in Nigeria, working alongside young, talented, and intellectually curious individuals
• Colorful + dynamic work culture that inspires growth and creativity; zero tolerance for work politics
• Fast paced, meritocratic and entrepreneurial environment. Learn new career + life skills, including hard, soft, technical and leadership skills

This Job is for You if you are:

• Passionate about your professional development, and in creating a brighter future for yourself and family, amidst equally driven and talented colleagues
• Interested in an opportunity to work + lead from within a global company
• Interested in working in a healthy and vibrant work culture that will push you to be a peak performer