Team Lead, Contact Centre Needed at ARM Life Plc

ARM Life is the insurance subsidiary of Asset & Resource Management Company Ltd (ARM). Its parent company, ARM is one of the largest non-bank financial services firms in Nigeria with a focus on asset management. Established in 1994, ARM started operations as a traditional asset management company specialising in the management of quoted equities and fixed income securities.

We are recruiting to fill the position below:

Job Title: Team Lead, Contact Centre

Location: Lagos

Job Objectives

  • The Position Holder is responsible for effectively managing and coordinating both the resources and activities of the ARM contact-centre with the aim of ensuring optimal service delivery, and customer engagement.

Duties And Responsibilities

  • Daily Management of Contact Centre Provide effective oversight over the daily operations of the Contact Centre and ensure activities run smoothly and efficiently.
  • Proactively Manage Performance of CX Staff Track operative performance of Contact Centre staff.
  • Reward and Recognition Develop recognition and motivation scheme to encourage/reward excellent performance amongst agents. Manage attrition rate.
  • Drive Optimal Customer Experience Actively promote customer acquisition, retention, loyalty and advocacy with clear financial measurements
  • Provide Adequate Escalation Channels Follow up on complex complaints/requests which are within or beyond the approved turnaround time for handling customer issues.
  • Manage Inter-departmental Communications Communicate effectively with all departments within the organization to ensure adequate feedback is received/provided to serve customers effectively.
  • Reporting and Analytics Provide periodic reports to show statistical data of customers’ interactions with the organization.
  • Support the Development of CX Strategy Develop new strategies and respond positively to new initiatives brought into practice making sure they easily become part of the superlative customer experience delivery.
  • Ad-Hoc Duties Provide weekly plan/reports and any other duties assigned by the Head of department.
  • Support Team’s Development Provide leadership to contact-centre staff, by providing guidance, encouraging competency development, and team-bonding, towards building a highly effective team.

Requirements

  • Minimum of 5 years of relevant work experience (preference for experience in financial services industry).
  • Bachelor’s Degree from an accredited university.
  • Experience in financial sector will be added advantage.
  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively.

Application Closing Date
Not Specified.

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