Job title : Call Centre Team Lead
Job Location : Lagos
Deadline : July 08, 2024
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Location: Ikate, Lekki – Lagos
Job Description
- Coordinating Monthly payroll
- Overseeing day to day operations of the call centre
- Monitoring attendance and promptness
- Troubleshooting technical glitches or mishaps.
- Ensuring quiet hours and work etiquette is observed.
- Escalating all issues to the directors
- De-escalating conflicts in a timely manner.
- General administrative/clerical tasks
- Auxiliary tasks required.
- Manages and oversees a team of call centre agents.
- Motivates and supports agents through feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Assists with taking agents’ calls if they can’t handle the workload.
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and helping.
- Assist onboarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.
- Office Set up.
Technical Competencies:
- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Ability to remain calm and respectful under pressure.
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis software
- Excellent negotiation and problem-solving skills
Behavioural Competencies:
- Ability to work under pressure and multitask effectively.
- Good Verbal communication & interpersonal Skills.
- Attention to Detail.
- Persuasive.
How to Apply for this Offer
Interested and qualified candidates should send their Cover Letter and CV to: [email protected] using the Job Title as the subject of the mail.
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- Call Centre Team Lead jobs
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