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  • Posted: May 30, 2022
    Deadline: Not specified
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  • Workforce Management Centre Limited is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, ...
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    Team Lead, Contact Centre

    Job Summary

    • The team Lead supervises the activities and work volume of the Contact Centre Agents in attending to incoming customer enquiries and resolution of issues raised, in order to provide optimal service delivery

    Duties & Responsibilities

    • Ensure agreed customer service standards are consistently met
    • Supervise the day to day operation of the contact Centre
    • Provide leadership, guidance and support to the contact Centre agents on a daily basis.
    • Setting and meeting performance targets for speed, efficiency, sales and quality.
    • Monitoring random calls to improve quality, minimize errors, and track operative performance.
    • Ensuring all relevant communications, records and data are updated and recorded.
    • Reviewing the performance of contact care agents, identifying training needs and planning training sessions.
    • Consistently monitor staff levels and liaise with management regarding any adjustments required.
    • Manage the customer service mail box.
    • Collate, review and update contact care agents daily call logs.
    • Handling the most complex customers’ enquiries and complaints for resolution within TAT.
    • Any other assignment as assigned by Head Contact Center

    Key Performance Indicators:

    • Accurate call logs
    • Complaints resolved within TAT
    • Efficient working team

    Job Requirements

    • Good First Degree or HND with 2 - 3 years working experience

    Key Competency Requirements
    Knowledge:

    • Up to date knowledge on bank’s products and services.
    • Industry knowledge
    • Good knowledge of Application Software (VRM, SCOREBRIDGE & CC Application Software).

    Skills / Competencies:

    • Excellent customer service skills
    • Ability to prioritize and control workload of a team
    • Good interpersonal relationship ▪ Good communication Skills and diction
    • Sound problem solving & analytical skills
    • Computer literacy

    Method of Application

    Interested and qualified? Go to Workforce Group on app.ismartrecruit.com to apply

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