Contact Centre Team Lead at Wema Bank Plc

Job Summary

• Ensure the effective & efficient management of the Contact Center by providing first & second level support to customers and ensuring the resolution of complaints received across all channels.

Principal Duties and Responsibilities

• Ensure that all customer engagement touchpoints [Calls, Emails, Twitter, Facebook, IG, YouTube, App Review, Web review pages etc] are up and running
• Ensure we have enough manpower on each channel/touchpoint always
• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
• Ensure high quality of customer interactions with the goal of keeping the customers happy.
• Escalate all material and unusually difficult customer requests
• Act as the first line of support and escalation for all customer complaints.
• Coordinate and collate reports of all interactions.
• Suggest and implement process and product improvements based on trends.
• Review, deal and grant approval (checker) for operational requests.
• Identify development opportunities for the CX agents
• Train, lead and support CX agents.

Job Experience
Skills & competency:

• Good verbal and written communication skills.
• Good leadership and people management skills
• Ability to resolve customers’ queries.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Strong Influencing and Persuasive Skills.
• Ability to handle pressure/conflict.
• Self-motivated.
• Team Player
• Excellent Interpersonal Skills
• Good problem-solving skills
• Ability to work with minimal supervision.

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)