Business Executive (Customer Service Team Lead) at Hugo Technologies

HUGO’s story is a familiar one. One built on the promise of human potential and the belief that talented individuals can create new realities should the right opportunities present themselves.

Headquartered in the U.S., HUGO is a multinational outsourcing company that specializes in customer service, data analyses + entry, and numerous other back-office support functions. It serves as a growth companion to its global clientele, lending resources to help them scale seamlessly.

We are recruiting to fill the position below:

Job Title: Business Executive (Customer Service Team Lead)

Location: Ibadan, Oyo
Work Hours: Shifting Schedule
Dress Code: Smart Casual (Jeans + T-shirt)

Job Responsibilities
Task Execution Responsibilities:

• Independent thinking - the smarts and experience to competently assess the form, scope and duration of a range of inbound client tasks/jobs/requests
• Execute samples/examples of each inbound task/job/request, which will serve as the template reference-point for your team members to follow
• Thoughtfully carve-up, organize and delegate digestible chunks of each task/job/request to your team members, complete with clear and detailed instructions, targets, timelines and output/completion expectations
• Track progress (both proficiency and productivity) of team as they execute
• Manage workflow migration of each task/job/request from the client, and communicate progress succinctly, consistently + clearly to keep them abreast
• Audit outputs from team before submitting to client completed and approved work
• Serve as interface (communication) between Hugo Management and Client - expressing issues, concerns, feedback, updates and recommendations on their behalf.

Team Management Responsibilities:

• Participate in the selection, recruitment, orientation, training, and coaching your team
• Communicate job expectations and performance to team members as a going concern
• Monitor both individual and team contributions, against role descriptions, performance benchmarks/targets and task-specific objectives as a going concern
• Conduct formal individual + team appraisals/reviews (monthly + quarterly) and author short summaries for employee improvement programs
• Monitor and manage team happiness, growth, development and job satisfaction
• Assign, schedule, and manage team toward the timely achievement of data analyses + entry objectives, against the backdrop of strict targets and timelines
• Review performance related compensation actions, and enforce policies + procedures
• Strategically plan and forecast team growth, scheduling and workflow management plans to optimize your account
• Maintain a record (reports) of ongoing and completed work and communicate frequently to the client
• Error-checking + auditing of inputted data (i.e., team’s work) before final submission
• Working as part of a team; improving under the guidance of a Supervisor

Qualifications/Requirements

• Minimum 2.2 from a reputable University
• At least 3 years of customer service experience (a must)
• At least 1 year of prior experience building/managing a team
• Touch typing, critical (at least 45 words-per-minute typing speed)
• Proficient with Microsoft Office Applications (specifically, Word + Excel)
• Computer literate, internet savvy, efficient searcher using Google + responsible enough to work with minimum supervision
• Strong written + spoken communication skills (full sentence construction, diction + grammar) are a must
• Must be amenable to work on a shifting schedule
• Must be willing to work in Ibadan, Oyo State

Ideal Candidate must be:

•  Self-starting, intelligent and a quick learner
•  A strong team player with a keen interest in mentoring and grooming team members
•  An intense perfectionist with extreme attention to detail
•  At home in a competitive environment, with stretch targets that team must achieve
•  Thrives in collaborative, team-oriented environments with on/offsite team members
•  Able to multi-task, prioritize + execute in a fast-paced, dynamic and often demanding environment (i.e. action and results oriented)
•  An assertive communicator -- proactively willing + ready to learn or instruct
•  Love people; great at coaching and instructing teams of talented individuals

Top 3 Reasons why Candidates apply to Hugo:

• One of the best work and team environments in Nigeria, working alongside young, talented, and intellectually curious individuals
• Colorful + dynamic work culture that inspires growth and creativity; zero tolerance for work politics
• Fast paced, meritocratic and entrepreneurial environment. Learn new career + life skills, including hard, soft, technical and leadership skills

This Job is for You if you are:

• Passionate about your professional development, and in creating a brighter future for yourself and family, amidst equally driven and talented colleagues
• Interested in an opportunity to work + lead from within a global company
• Interested in working in a healthy and vibrant work culture that will push you to be a peak performer

Application Closing Date
30th November, 2018.

How to Apply
Interested and qualified candidates should send their Application and CV to: careers@hugotech.co