Team Lead, Customer Support at Interswitch

Location: Ibadan, Oyo
Job Type: Permanent
Department: Group Core Operations

Job Summary

• The Team lead is expected to lead, coach, and motivate the team to deliver departmental KPI’s targets and objectives.
• Execute the work plans and strategy of the customer support team in adherence to defined processes and policies.
• The lead will act as a first level escalation point for issues beyond the Service Desk Analyst sphere of control.

Responsibilities

• Team Management and Operations
• Be available to affect the outcome of your team’s operations
• Providing answers to any questions they may have
• Achieve your team’s objectives by assessing your KPI results in line with your targets
• Manage and coordinate the processing of created tickets to ensure courteous, timely and effective resolution of customer requests
• Develop and implement team and inter-team workflow processes to improve overall productivity and customer satisfaction
• Monitor your own performance by assessing your deliverables in line with the expectations of your role
• Conduct routine quality monitoring of the interactions handled by the SDA’s in assigned team to identify and isolate developmental needs
• Manage Incidents & Problems Requests
• Achieve increased productivity and minimize disruptions through quick resolution of user queries during high severity incidents
• Act as an escalation point where difficult or controversial calls/cases are received
• Raise and work with other team leaders on resolving reoccurring incidents/requests
• Ensure NO backlog cases older than 30 calendar days
• Promptly escalate issues complex issues to appropriate service owners or department to determine and recommend appropriate courses of action
• Contribute to Service Improvements
• Think outside the box to solve persisting platform/process/people challenges by doing all that can be done to create and implement a lasting solution
• Take interest and contribute to the development of your team member’s capabilities to meet team goals and objectives, They are the currency to achieving your team’s objectives
• Create an environment of continuous improvement by acting on opportunities to improve and optimize CRM systems, processes, products

Requirements

• Minimum of a BSc Degree or equivalent
• Other qualifications are not mandatory but are recognized
• At least 3 years of relevant work experience in team management in a customer support function
• Knowledge of Switch Architecture and Dependencies (Postilion Office, Postilion Real-Time and ATM App, Postilion Portal, Postcard and Powercard, SQL and T-SQL/, CRM/JIRA/Customer Service Portal)
• Industry Regulatory and Standards Knowledge (CBN, PCIDSS, NIBBS)
• Web Applications and Web Servers
• Networking Basics.