Team Lead - Call Centre at Ruth and Roots

Ruth and Roots is a renowned alternative health company focused on providing health remedies through herbs, nutrition and non-surgical procedures. Over the years, we have challenged the myth about herbs, enlightened the public and provided undisputable remedies to health challenges through herbs and nutrition.

We have a worldwide customer base extending into areas like Nigeria, Ghana, South Africa, Canada, USA, United Kingdom, China, the Philippines etc.We have an unwavering commitment to provide client-centred care to everyone who walks through our doors, and so are looking for staff who encompasses the attributes of a customer-focused professional.

We are recruiting to fill the position below:

Job Title: Team Lead - Call Centre

Location: Ilupeju, Lagos
Employment Type: Full-time

Job Description
A Call Centre Team Lead at Ruth and Roots, acts as the immediate lead of a team, by:

• Guiding and coaching team members
• Managing workflow and resolving issues
• Analyzing performance metrics and implementing improvements
• Providing training and development opportunities
• Driving customer satisfaction and loyalty

Key Responsibilities

• Supervise call centre agents and ensure adherence to policies.
• Handle escalated customer inquiries and complaints.
• Track and analyze team performance metrics.
• Train new team members and provide ongoing development.
• Monitor and evaluate customer interactions for quality.
• Manage daily workflow and resource allocation.
• Prepare reports on team performance and customer feedback.
• Coach team members to improve performance and achieve targets.
• Implement process improvements to increase efficiency and customer satisfaction.
• Collaborate with other departments to resolve customer issues.
• Ensure compliance with company policies and procedures.
• Foster a positive and productive team culture.
• Identify and address team morale and motivation issues.
• Develop and implement strategies to improve customer retention and loyalty.

Requirements
To excel in this role, you'll need:

• Minimum of three years experience in a similar role.
• The candidate must reside in Lagos, preferablyin locations close to Ilupeju.
• Excellent communication and leadership skills.
• Analytical and problem-solving skills.
• Ability to motivate and develop team members.
• Strong organizational and time management skills.
• Ability to work under pressure and manage stress.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to: hr@ruthandroots.com using the Job title as the subject of the mail.