Team Lead - Call Centre

A dynamic team is expanding and looking for the right talent. Position Overview: 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.