Team Lead, Contact Center at Sproxil Nigeria Limited

Job Title: Team Lead, Contact Center

Location: Lagos

Employment Type: Full-time

About Sproxil Nigeria Limited:

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 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 issue 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.