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.