Call Centre Team Lead at Plisthub

Location: Ikate, Lekki - Lagos

Job Description

• Coordinating Monthly payroll
• Overseeing day to day operations of the call centre
• Monitoring attendance and promptness
• Troubleshooting technical glitches or mishaps.
• Ensuring quiet hours and work etiquette is observed.
• Escalating all issues to the directors
• De-escalating conflicts in a timely manner.
• General administrative/clerical tasks
• Auxiliary tasks required.
• Manages and oversees a team of call centre agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting, and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and helping.
• Assist onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Office Set up.

Technical Competencies:

• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure.
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills

Behavioural Competencies:

• Ability to work under pressure and multitask effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.
• Persuasive.