Team Lead, Contact Centre at ARM Hold Co.

Job Objectives

• The Position Holder is responsible for effectively managing and coordinating both the resources and activities of the ARM contact-centre with the aim of ensuring optimal service delivery, and customer engagement.

Duties And Responsibilities

• Daily Management of Contact Centre Provide effective oversight over the daily operations of the Contact Centre and ensure activities run smoothly and efficiently.
• Proactively Manage Performance of CX Staff Track operative performance of Contact Centre staff.
• Reward and Recognition Develop recognition and motivation scheme to encourage/reward excellent performance amongst agents. Manage attrition rate.
• Drive Optimal Customer Experience Actively promote customer acquisition, retention, loyalty and advocacy with clear financial measurements
• Provide Adequate Escalation Channels Follow up on complex complaints/requests which are within or beyond the approved turnaround time for handling customer issues.
• Manage Inter-departmental Communications Communicate effectively with all departments within the organization to ensure adequate feedback is received/provided to serve customers effectively.
• Reporting and Analytics Provide periodic reports to show statistical data of customers’ interactions with the organization.
• Support the Development of CX Strategy Develop new strategies and respond positively to new initiatives brought into practice making sure they easily become part of the superlative customer experience delivery.
• Ad-Hoc Duties Provide weekly plan/reports and any other duties assigned by the Head of department.
• Support Team’s Development Provide leadership to contact-centre staff, by providing guidance, encouraging competency development, and team-bonding, towards building a highly effective team.

Requirements

• Minimum of 5 years of relevant work experience (preference for experience in financial services industry).
• Bachelor's Degree from an accredited university.
• Experience in financial sector will be added advantage.
• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.