Team Lead (Call Center) at Mwanga

Mwanga is a pioneer tech-driven debt recovery and business support outsourcing company with a vision to be the leading extension to global teams in Africa. We started our pilot operations in 2018 with a small agile team and have scaled impressively since then in results and the team has become trusted by key players for recoveries in Nigeria. We offer business support to businesses with the aim of helping them scale using ethical and innovative technology strategies. We are trusted by Africa’s leading lenders to recover their outstanding debts and to scale our impact. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services, and data analysis.

Job Title: Team Lead (Call Center)

Location: Maryland, Lagos

Employment Type: Full-time

Job Responsibilities

• Manage recovery of overdue payments from customers by supervising agents reaching out and acting as the liaison between creditors and customers.
• Monitor and ensure team members respond to and resolve escalated or complex issues
• Ensure 100% client retention on every project assigned.
• Timely update of all relevant reports weekly and sharing weekly analysis reports with line manager, clearly showing trends per project and defining the strategy for the new week.
• Assist in organizing training for agents with skill gaps.
• Oversee team-members performance and ensure that they achieve weekly recovery and QA targets.
• Work effectively with the QA and Growth team to ensure that business goals are achieved on each project.
• Motivate agents to hit and surpass their required recovery targets and Quality assurance target score daily, weekly and monthly.
• Supervise agents and monitor the way in which they handle phone calls and every other form of communication to ensure that the entire process is in compliance with best practices, customers request and above all yields the required results to the client and company as a whole.
• Drive initiatives that increase revenue and reduce costs.
• Carrying out any other task as assigned by the operations manager.

Job Qualifications

• Interested candidates should possess a Bachelor`s Degree in any relevant field with 1-2 years work experience.

Salary

• N100,000 – N150,000 monthly.

Application Closing Date
31st December, 2024.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.