Team Lead - Customer Support at FairMoney

Role and Responsibilities

• Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
• Supervise and coordinate the daily operations of the resolution team
• Ensure proper scheduling to manage dropped call rates and other service levels
• Produce timely reports of activities
• Ensure staff in the team are adequately equipped with the requisite systems and applications
• Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
• Escalate any downtime or service failure promptly
• Coach and train the agents on customer handling skills

Requirements

• Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
• A University degree. A Master’s degree is an added advantage
• Good Communication
• Customer Engagement and Relationship Management
• Strong Leadership and Time Management skills
• Emotional Intelligence (Self-Control)