Team Lead, Customer Support at Fairmoney Microfinance Bank

Job Title: Team Lead, Customer Support

Roles and Responsibilities

• Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
• Supervise and coordinate the daily operations of the resolution team
• Ensure proper scheduling to manage dropped call rates and other service levels
• Produce timely reports of activities
• Ensure staff in the team are adequately equipped with the requisite systems and applications
• Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
• Escalate any downtime or service failure promptly
• Coach and train the agents on customer handling skills.

Requirements

• A University degree. 
• A Master’s degree is an added advantage
• Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
• Good Communication
• Customer Engagement and Relationship Management
• Strong Leadership and Time Management skills
• Emotional Intelligence (Self-Control).

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus.

Application Instructions

The application deadline is NOT SPECIFIED. Therefore, qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes
• Technical interview with the hiring manager ~30 minutes.