Mixta Africa is a leading pan-African real estate and infrastructure development company focused on creating affordable housing and building sustainable master-planned communities. Founded in April 2005, the company operates as a prominent subsidiary of the Asset & Resource Management Holding Company (ARM). It is headquartered in Lagos, Nigeria, with active operations and regional offices stretching across five African countries.
We are recruiting to fill the position below:
Job Title: Team Lead (Contact Centre & Complaints)
Location: Nigeria
Position Overview
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To lead the strategic direction and daily execution of Contact Centre and Experience Centre operations, ensuring excellent service delivery, efficient complaints resolution, and high-performance frontline teams.
Key Responsibilities
- Develop and implement Contact Centre and Experience Centre service operations strategy.
- Drive improvements in First Contact Resolution (FCR), Average Handling Time (AHT), call quality, and customer responsiveness.
- Design and implement call quality assurance and performance monitoring frameworks.
- Analyze Contact Centre service trends and collaborate with resolution partners to identify root causes of complaints and implement service improvement actions.
- Lead service recovery frameworks and escalation control processes.
- Prepare and submit weekly and monthly service operations performance reports.
- Oversee daily Contact Centre operations and Experience Centre service delivery.
- Ensure all complaints are logged, acknowledged, investigated, and resolved within the agreed SLA.
- Supervise CRM operational usage for case logging, escalation tracking, and closure compliance.
- Supervise frontline adherence to SOPs and escalation protocols.
- Plan, assign tasks, and provide day-to-day directions to direct reports.
- Conduct performance reviews, coaching, and continuous improvement sessions for frontline teams.
- Ensure effective operational use of the CRM to support customer engagement and service deliver.
Qualifications
Education:
- Bachelor’s degree in Project Management, Architecture, Engineering, Construction Management, or related field.
- Postgraduate training or certifications in project management are an advantage.
Experience:
- Bachelor’s degree (minimum).
- 5–8 years of experience in Customer Experience / Contact Centre Operations.
- 2–3 years in a supervisory or leadership role.
- Real estate or service-intensive industry experience is an advantage.
Skills:
- Leadership and people management.
- Strong verbal and written communication.
- High emotional intelligence.
- Service analytics and reporting.
- Problem-solving and decision-making.
- CRM operational proficiency.
- Ability to work under pressure.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/925584/team-lead-contact-centre-complaints-at-mixta-afric.html