Call Center - Team Lead at CornerStone Staffing NG
Employment Nigeria
09-Dec-2017
LAGOS ,
Administrative
POSITION : Inbound Call Center - Team Lead
Responsibilities
- Ensure quality by ongoing call and case reviews
- Administer timely coaching/feedback while maintaining encouragement and support
- Monitor and report customer satisfaction results through evaluation of survey feedback, overall call center metrics, and adherence of business processes to achieve the department goals
- Manage Inbound Customer Relations Specialists with calls from customers concerning product related issues, and various activities
- Coordinate daily workforce plan and monitor scheduled adherence
- Assist with the development, implementation and training on business processes
- Act as a liaison between other work groups to ensure positive relationships and accurate sourcing of information
Requirements
- B.Sc /HND required in any field.
- 5+ years management or supervisor experience in a mid-size inbound call center
- Directly supervises 10-25 employees in a call center production environment.
- Computer skills including the ability to spreadsheet and word-processing programs at a basic proficient level
- Effective communication and interpersonal skills (both written and verbal)
- Self-motivated and able to work independently and in team environments
- Proficient skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
- Ability to multi-task and manage several projects simultaneously
- Exceptional customer service and follow up skills
This is a 2 - 3 month and may be extended based on performance.
Sorry the application deadline for this job has elapsed
