Interswitch Group is
currently recruiting interested and qualified applicants for the position of Team Lead, B2C Support in Nigeria.
Learn about the job responsibilities, qualifications/eligibility and how to
apply.
Job
Purpose
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.
Key Responsibilities
- Coordinate
and monitor the activities of support staff to achieve agreed
targets
- Assist in
monitoring compliance to defined service levels. (Daily, weekly
monitoring)
- Assist in
ensuring prompt, complete and satisfactory resolution/feedback on queries.
- Monitor
team performance to ensure efficiency in contact handling and customer
service delivery.
- Promptly
escalate issues complex issues to appropriate service owners or department
to determine and recommend appropriate courses of action.
- Conduct
routine quality monitoring of the interactions handled by the SDA’s in
assigned team to identify and isolate developmental needs.
- Engagement
with product/business lines to pro-actively seek out product and process
improvement opportunities.
- Provide
guidance to direct reports, and others as required, to develop and
maintain a motivated, engaged and customer focused team.
- Identify
and assess customer needs to ensure satisfaction.
- Prepare
and submit reports on weekly/monthly basis as necessary.
- Conduct
feedback & coaching sessions with all assigned team members, , provide
guidance and manage the performance of subordinates.
- Facilitate
prompt and complete dissemination of relevant information to team members
and manage relationship with other call centre teams and functions
- Create an
environment of continuous improvement by acting on opportunities to
improve and optimize CRM systems, processes, products.
Education And
Experience
Academic Qualification(s): Minimum of B.sc degree or equivalent.
Professional Qualification(s): Other qualifications not mandatory but
recognized
Experience (Number of relevant years): At least 3 years relevant work
experience in team management in a customer support function
Method
of Application
Interested and
qualified applicants should follow the link below to submit CV and application
letter.
Department:
Group Core Operations
Location:
Ibadan
| Permanent, Nigeria
Application
Deadline: June 5, 2023
>> CLICK HERE TO APPLY ONLINE
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