Company Info
Large organization
200 + Employees
Sproxil is a global brand protection & consumer engagement solutions provider specialized in the provision of cutting edge advanced technology to combat counterfeiting, product theft and adulteration; as well as providing a platform for consumer engagement.
Sproxil is a global brand protection & consumer engagement solutions provider specialized in the provision of cutting edge advanced technology to combat counterfeiting, product theft and adulteration; as well as providing a platform for consumer engagement.
Job Title: Team Lead, Contact Center
Location: Lagos
Employment Type: Full-time
Job Description
- The Contact Center Team Lead will oversee the entire contact center operation, ensuring efficiency, customer satisfaction, and the achievement of business objectives.
- The role requires a balance of people management, process improvement, and hands-on customer interaction.
Key Responsibilities
- Oversee daily contact center operations, ensuring efficiency and quality service delivery
- Develop and implement strategies to optimize call handling, customer interactions, and issues resolution
- Supervise and provide guidance to Contact Center Associates
- Monitor team performance and ensure achievement of key performance indicators (KPIs)
- Conduct training and coaching sessions to enhance team effectiveness
- Oversee outbound campaigns and inbound call handling efficiency
- Resolve escalated customer issues in a timely and professional manner
- Ensure adherence to standard operating procedures and compliance guidelines
- Report team performance metrics and provide recommendations for improvement
- Collaborate with other departments to enhance customer service delivery.
Requirements
- Bachelor’s Degree in Mass Communication or other relevant Social Science disciplines
- Minimum of 3 years experience in a contact center
- Proven experience in team leadership and contact center performance management
- Ability to analyze data and generate reports for performance evaluation
- Experience using CRM systems and call center software
- Strong analytical and problem-solving skills
- Excellent communication, coaching, and mentoring abilities.
Application Closing Date
6th March, 2025.
How to Apply: Interested and qualified candidates should Click Here to apply online