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Customer Care Team Supervisor
2 months ago
Position: Team Lead, Contact Centre
Salary: Competitive
Sector: Consumer Finance
Location: Lagos, Nigeria
Career Level: Grade 5 & 6
Reports To: Manager, Customer Care
Experience: Minimum 4 years in customer service and call centre settings.
About PagaPaga is a licensed financial services provider and a prominent payments entity in Nigeria, dedicated to simplifying financial access for a billion individuals. Founded on the belief that mobile technology can transform financial interactions, Paga aims to create an ecosystem that facilitates easy digital transactions.
Role OverviewThe Customer Service Team Lead plays a crucial role in overseeing team performance. This individual will manage daily operations, mentor team members, and collaborate with management to meet departmental objectives. Responsibilities include implementing policies and providing constructive feedback to enhance customer service delivery.
Key Responsibilities- Supervise and coordinate activities of the customer service team.
- Develop work schedules based on operational needs and budget considerations.
- Monitor and assess the performance of customer service representatives.
- Delegate tasks effectively among team members.
- Maintain the customer database through the customer administration portal.
- Follow up on customer interactions to ensure satisfaction.
- Collaborate with HR to create training programs for team members.
- Engage with other departments to resolve customer-related issues.
- Address customer complaints and inquiries regarding services.
- Review team reports for accuracy and compliance.
- Work with management to enhance operational procedures.
- Prepare and manage team budgets and operational reports.
- Perform additional duties as assigned by management.
- Strong organizational and planning abilities.
- Excellent verbal and written communication skills.
- Interpersonal skills with a focus on customer relations.
- Attention to detail and commitment to accuracy.
- Problem-solving and analytical skills.
- Effective listening and decision-making capabilities.
- Proactive leadership qualities.
- Adaptability and flexibility in a dynamic environment.
- 4+ years of experience in a call centre and customer service role.
- Understanding of customer service principles and practices.
- Proficient in MS Office applications, including Word, Excel, and PowerPoint.
- Bachelor's degree with a minimum of 2:1 or equivalent.
- Completion of the mandatory NYSC program.
Paga is committed to diversity and inclusion in the workplace and does not discriminate based on any characteristic protected by law.
