Team Lead, Contact Center at 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.

We are recruiting to fill the position below:

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.