Team Lead (Call Center) at Mwanga

Job Summary

We are seeking a proactive and results-driven Team Lead to oversee daily call center operations and lead a team of customer support agents. The successful candidate will be responsible for driving service excellence, managing escalations, monitoring team performance, and ensuring customer satisfaction targets are consistently met across all assigned projects.

This role requires a hands-on leader who can balance people management with performance tracking in a fast-paced environment.

Key Responsibilities

• Supervise the day-to-day activities of customer support agents to ensure prompt, professional, and high-quality service delivery.
• Manage and resolve escalated or complex customer issues in line with company policies and service standards.
• Drive high levels of customer and client satisfaction by maintaining service quality, consistency, and responsiveness.
• Monitor individual and team performance against KPIs including, response time, productivity.
• Identify performance and skill gaps within the team and support targeted coaching, refresher training, or corrective actions.
• Collaborate closely with Quality Assurance, Training, and Operations teams to achieve service and operational goals.
• Motivate, coach, and mentor agents to consistently meet or exceed daily, weekly, and monthly targets.
• Monitor agent interactions to ensure compliance with internal standards and customer service best practices.
• Drive continuous improvement initiatives to enhance productivity, customer experience, and operational efficiency.

Requirements / Qualifications / Skills

• Minimum of B.Sc. or HND qualification
• 2–3 years’ experience as a Team Lead or Supervisor in a call center environment.
• Prior hands-on experience in customer support is an added advantage.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Strong analytical, leadership, and problem-solving skills.
• Ability to work effectively in a 12-hour rotational shift system.
• Must reside in Maryland, Lagos or nearby environs.