Team Lead, Contact Centre at Pagatech Limited

ABOUT THE ROLE

The Customer Service Team Lead is responsible for monitoring of personnel’s performance. The individual will supervise shift personnel in daily operations; participate in coaching, reviews and training assessments of shift personnel. He/she will work closely with management to achieve team and departmental goals. Assist in the implementation of policies and procedures. Provide feedback to Customer Care Manager or as determined and oversee other related duties as assigned by the Head, Customer Experience.

PRIMARY RESPONSIBILITIES

• Supervise and coordinate customer service team activities.
• Plan, prepare, and devise work schedules, based on budgets and workloads.
• Observe and evaluate customer service consultant performance.
• Assign and delegate duties to customer service consultants.
• Maintain customer database – customer admin portal
• Follow-up on customer interactions
• Work with HR to develop training plans for customer service consultants
• Communicate and work with other departments and management to resolve customer-related issues
• Resolve customers’ complaints and enquiries regarding services and procedures.
• Reviews team reports, records, and applications for accuracy.
• Work with management to improve staff working procedures and processes
• Prepare and maintain team budgets and operational reports.
• Other roles as assigned by management.

KEY COMPETENCIES

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Interpersonal skills
• Attention to details and accuracy
• Customer focused skills
• Problem analysis and problem solving skills
• Listening skills
• Judgement and decision-making ability
• Initiative
• Leadership skills
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS

• 4+ years’ work experience in a call centre and customer service environment
• Knowledge of customer service principles and practices
• Strong customer interface
• Strong knowledge of MS Office, including Word, Excel, PowerPoint
• Bachelor’s degree with a minimum of 2:1 or equivalent
• Must have completed the mandatory NYSC