Contact Centre Team Lead at Outcess Solutions Nigeria Limited

A Business Process Outsourcing and IT Solutions Company located on Lagos mainland is seeking to recruit experienced Contact Centre Team Lead to oversee activities of call centre Agents and motivate them to do their job efficiently.
Designation: Contact Centre Team Lead

Salary Range: ₦80,000
Responsibilities:

• Ensure that assigned Contact Centre Agents are performing to their optimal best by actively managing them via the performance management system and IP applications. 
• Responsible for ensuring that assigned Agents are available in the shift to answer incoming calls.
• Preparation of Agents’ daily, weekly, and monthly performance reports 
• Carry out regular side by side assessment report and provide prompt feedback and coaching. 
• Regularly review information from call monitoring systems to make recommendations on improving efficiency
• Orient new subordinates concerning policies and procedures, work rules and performance expectation levels
• Must be able to function in the capacity of a Manager in the Manager’s absence 
• Manage people by ensuring staff understand the context of their role in relation to the department, have performance reviews and appraisals, have their training and development needs assessed and actioned, have the resources they require to perform their work, and enjoy positive levels of employee morale 
• Responsible for creating, and maintaining motivation drives within their team.  

Skills Set

• Integrity, Honest and trustworthy
• In-depth knowledge of contact centre performance metrics
• Great communicate skills, verbally and in writing 
• Organizational and time management skills
• Managerial skills
• Excellent Analytical Skills
• Teamwork spirit
• Decision making skills
• Knowledge of computer, MSOffice standard packages.
• Degree in management or leadership training is an added advantage

Qualifications

• Minimum HND in any discipline
• Minimum of 2 years relevant experience in a BPO.
• Minimum of 1 year experience as Call Centre Team Lead