Team Lead, Contact Centre at Stanbic IBTC

Job Description

• The Team lead Contact Center is to ensure that the team delivers superior customer service to External and Internal clients’ queries and enquiries through various communication channels such as telephone, in areas as providing customers with accurate information on our products and services, their Retirement Savings Accounts and also on other guidelines relating to the industry.
• The team lead manages, leads and supports a dynamic team in its day to day operation to ensure customer satisfaction and retention (customer loyalty) as well as continuity to improve on the current processes to ensure a world-class service delivery

Qualifications

• Minimum of a First Degree. 
• Must be able to speak Hausa and Igbo fluently. 

Additional Information:

• Excellent knowledge of the dynamics and technical aspects of fund management
• Understanding of policies and procedures; customer services in a first class oriented institution is desirable
• Good analytical/numerical/communication skills
• Excellent use of MS Office applications, and other customer related tools
• Thorough understanding of the Pensions Reforms Act
• Training on providing Excellent Customer Service and Financial Management
• Experience in working among a Solution-Oriented team
• Experience in Customer Care duties and responding to Client Enquiries.