CONTACT CENTRE TEAM LEAD

Job Summary

Ensure the effective & efficient management of the Contact Center by providing first & second level support to customers and ensuring the resolution of complaints received across all channels.

Job Details

Principal Duties and Responsibilities:

• Ensure that all customer engagement touchpoints [Calls, Emails, Twitter, Facebook, IG, YouTube, App Review, Web review pages etc] are up and running

• Ensure we have enough manpower on each channel/touchpoint always

• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.

• Ensure high quality of customer interactions with the goal of keeping the customers happy.

• Escalate all material and unusually difficult customer requests

• Act as the first line of support and escalation for all customer complaints.

• Coordinate and collate reports of all interactions.

• Suggest and implement process and product improvements based on trends.

• Review, deal and grant approval (checker) for operational requests.

• Identify development opportunities for the CX agents

• Train, lead and support CX agents.

Requirements

Skills & competency:

• Good verbal and written communication skills.

• Good leadership and people management skills

• Ability to resolve customers’ queries.

• Result oriented. Focuses on getting things finished.

• Confidentiality

• Strong Influencing and Persuasive Skills.

• Ability to handle pressure/conflict.

• Self-motivated.

• Team Player

• Excellent Interpersonal Skills

• Good problem-solving skills

• Ability to work with minimal supervision.

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)

About Company

Wema Bank

https://www.wemabank.com

Wema Bank is the pioneer of Africa’s first fully digital bank, ALAT, and one of Nigeria’s most resilient banks. With decades of experience in the business of banking, the Bank has remained innovative in delivering value to its stakeholders. The publicly quoted Nigerian company has successfully built a legacy of trust and resilience that has won it the loyalty of its customers. The Bank is constantly introducing products and services tailored to the needs of its customers at every stage of their lives. It is a proud partner to more than one million individuals, families and businesses across Nigeria, helping them to achieve their personal and financial goals.