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.