Team Lead - Call Centre at Ruth & Roots Ltd

Job Description
A Call Centre Team Lead at Ruth and Roots, acts as the immediate lead of a team, by:

• Guiding and coaching team members
• Managing workflow and resolving issues
• Analyzing performance metrics and implementing improvements
• Providing training and development opportunities
• Driving customer satisfaction and loyalty

Key Responsibilities

• Supervise call centre agents and ensure adherence to policies.
• Handle escalated customer inquiries and complaints.
• Track and analyze team performance metrics.
• Train new team members and provide ongoing development.
• Monitor and evaluate customer interactions for quality.
• Manage daily workflow and resource allocation.
• Prepare reports on team performance and customer feedback.
• Coach team members to improve performance and achieve targets.
• Implement process improvements to increase efficiency and customer satisfaction.
• Collaborate with other departments to resolve customer issues.
• Ensure compliance with company policies and procedures.
• Foster a positive and productive team culture.
• Identify and address team morale and motivation issues.
• Develop and implement strategies to improve customer retention and loyalty.

Requirements
To excel in this role, you'll need:

• Minimum of three years experience in a similar role.
• The candidate must reside in Lagos, preferablyin locations close to Ilupeju.
• Excellent communication and leadership skills.
• Analytical and problem-solving skills.
• Ability to motivate and develop team members.
• Strong organizational and time management skills.
• Ability to work under pressure and manage stress.