Team Lead, Voice Inbound Contact Centre at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Team Lead, Voice Inbound Contact Centre

Job Identification: 604
Location: Lagos

Duties & Responsibilities

• Manage the team.
• Collate feedbacks from customers and escalate issues affecting service to stakeholders
• Generate daily/weekly report for team and send to the unit and QA team
• Follow up on pending requests and complaints with branches and head office departments
• Ensure customers are given timely feedback on the status of their complaints and informed of final resolution
• Responding to emails in the FirstContact Service Desk mailbox and ensure there is no backlog Mentoring and coaching of consultants
• Second level authentication of requests initiated by consultants
• Confirm active access rights of team members at regular intervals
• Ensure wow customer experience and migrate customer to cost effective channels
• Up sell and Cross sell all banks product and services.

Job Requirements

• First Degree in any relevant discipline but preferably Social Sciences
• Contact center experience.

Application Closing Date
22nd July, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online