Team Lead, Contact Centre at Paga Nigeria

Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose - to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position below:

Job Title: Team Lead, Contact Centre

Location: Yaba, Lagos
Career Level: Grade 5 & 6
Sector: Consumer Finance
Reports To: Manager, Customer Care

About the Role

• The Customer Service Team Lead is responsible for monitoring of personnel’s performance.
• The individual will supervise shift personnel in daily operations; participate in coaching, reviews and training assessments of shift personnel.
• He/she will work closely with management to achieve team and departmental goals.
• Assist in the implementation of policies and procedures.
• Provide feedback to Customer Care Manager or as determined and oversee other related duties as assigned by the Head, Customer Experience.

Primary Responsibilities

• Supervise and coordinate customer service team activities.
• Plan, prepare, and devise work schedules, based on budgets and workloads.
• Observe and evaluate customer service consultant performance.
• Assign and delegate duties to customer service consultants.
• Maintain customer database – customer admin portal
• Follow-up on customer interactions
• Work with HR to develop training plans for customer service consultants
• Communicate and work with other departments and management to resolve customer-related issues
• Resolve customers’ complaints and enquiries regarding services and procedures.
• Reviews team reports, records, and applications for accuracy.
• Work with management to improve staff working procedures and processes
• Prepare and maintain team budgets and operational reports.
• Other roles as assigned by management.

Requirements

• Bachelor's Degree with a minimum of 2:1 or equivalent
• 4+ years’ work experience in a call centre and customer service environment
• Must have completed the mandatory NYSC.
• Knowledge of customer service principles and practices
• Strong customer interface
• Strong knowledge of MS Office, including Word, Excel, PowerPoint.

Key Competencies:

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Interpersonal skills
• Attention to details and accuracy
• Customer focused skills
• Problem analysis and problem solving skills
• Listening skills
• Judgement and decision-making ability
• Initiative
• Leadership skills
• Flexibility.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online