Sterling Bank Plc Recruitment for Customer Center Lead

Sterling Bank Plc "Your one-customer bank" is a full service national commercial bank in Nigeria. In over 50 years of operations, Sterling Bank (formerly NAL Bank) has evolved from the nation’s pre-eminent investment banking institution to a fully-fledged commercial bank; and completed a merger with 4 other banks - Indo-Nigeria Merchant Bank, Magnum Trust Bank, NBM Bank and Trust Bank of Africa - as part of the 2006 consolidation of the Nigerian banking industry.

We are recruiting to fill the position below:

Job Title: Customer Center Lead

Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center

Job Summary

• To train, prepare, motivate, and lead Customer Service Officers to meet goals and provide excellent service to customers.

Job Description

• Maintain and develop internal support and service quality standards.
• Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
• Review Service delivery and interaction in branches to ensure standards are met.
• Accompany evaluations with meaningful and constructive feedback.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance and create reports that reflect support performance.
• Create educational materials to ensure knowledge building for all service officers and carry out trainings.

Job Experience

• First Degree in any field
• 1 - 2 years related work experience.

Application Closing Date
14th May, 2021.

How to Apply
Interested and qualified candidates should:
Click here to apply online