Jobs

Contact Centre Team Lead at Wema Bank Plc


Wema Bank Plc - Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

 

 

Job Title: Contact Centre Team Lead

Location: Lagos
Job Type: Full-time
Specialization(s): Banking / Finance / Insurance

Job Summary

  • Ensure the effective & efficient management of the Contact Center by providing first & second level support to customers and ensuring the resolution of complaints received across all channels.

Principal Duties and Responsibilities

  • Ensure that all customer engagement touchpoints [Calls, Emails, Twitter, Facebook, IG, YouTube, App Review, Web review pages etc] are up and running
  • Ensure we have enough manpower on each channel/touchpoint always
  • Coordinate and collate reports of all interactions.
  • Suggest and implement process and product improvements based on trends.
  • Review, deal and grant approval (checker) for operational requests.
  • Identify development opportunities for the CX agents
  • Train, lead and support CX agents.
  • Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
  • Ensure high quality of customer interactions with the goal of keeping the customers happy.
  • Escalate all material and unusually difficult customer requests
  • Act as the first line of support and escalation for all customer complaints.

Job Experience
Skills & competency:

  • Good verbal and written communication skills.
  • Good leadership and people management skills
  • Ability to resolve customers’ queries.
  • Self-motivated.
  • Team Player
  • Excellent Interpersonal Skills
  • Good problem-solving skills
  • Ability to work with minimal supervision.
  • Result oriented. Focuses on getting things finished.
  • Confidentiality
  • Strong Influencing and Persuasive Skills.
  • Ability to handle pressure/conflict.

Other requirements:

  • Willingness to work on shifts (including weekends & public holidays)

 

 

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

 

Application Deadline  28th October, 2021.


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