Team Lead (Contact Centre & Complaints) at Mixta Nigeria

Position Overview

• To lead the strategic direction and daily execution of Contact Centre and Experience Centre operations, ensuring excellent service delivery, efficient complaints resolution, and high-performance frontline teams.

Key Responsibilities

• Develop and implement Contact Centre and Experience Centre service operations strategy.
• Drive improvements in First Contact Resolution (FCR), Average Handling Time (AHT), call quality, and customer responsiveness.
• Design and implement call quality assurance and performance monitoring frameworks.
• Analyze Contact Centre service trends and collaborate with resolution partners to identify root causes of complaints and implement service improvement actions.
• Lead service recovery frameworks and escalation control processes.
• Prepare and submit weekly and monthly service operations performance reports.
• Oversee daily Contact Centre operations and Experience Centre service delivery.
• Ensure all complaints are logged, acknowledged, investigated, and resolved within the agreed SLA.
• Supervise CRM operational usage for case logging, escalation tracking, and closure compliance.
• Supervise frontline adherence to SOPs and escalation protocols.
• Plan, assign tasks, and provide day-to-day directions to direct reports.
• Conduct performance reviews, coaching, and continuous improvement sessions for frontline teams.
• Ensure effective operational use of the CRM to support customer engagement and service deliver.

Qualifications
Education:

• Bachelor’s degree in Project Management, Architecture,  Engineering, Construction Management, or related field.
• Postgraduate training or certifications in project management are an advantage.

Experience:

• Bachelor’s degree (minimum).
• 5–8 years of experience in Customer Experience / Contact Centre Operations.
• 2–3 years in a supervisory or leadership role.
• Real estate or service-intensive industry experience is an advantage.

Skills:

• Leadership and people management.
• Strong verbal and written communication.
• High emotional intelligence.
• Service analytics and reporting.
• Problem-solving and decision-making.
• CRM operational proficiency.
• Ability to work under pressure.