CornerStone Staffing NG Fresh Job for Inbound Call Center - Team Lead

CornerStone Staffing NG - Our client, a big player in the FMCG Industry, is looking to recruit a suitably qualified candidate for the position below:   Job Title: Inbound Call Center - Team Lead Location: Lagos Job Type: Contract for  2 - 3 months Responsibilities

• This is a 2 - 3 month and may be extended based on performance.
• Manage Inbound Customer Relations Specialists with calls from customers concerning product related issues, and various activities
• Coordinate daily workforce plan and monitor scheduled adherence
• Ensure quality by ongoing call and case reviews
• Administer timely coaching/feedback while maintaining encouragement and support
• Monitor and report customer satisfaction results through evaluation of survey feedback, overall call center metrics, and adherence of business processes to achieve the department goals
• Assist with the development, implementation and training on business processes
• Act as a liaison between other work groups to ensure positive relationships and accurate sourcing of information

• 5+ years management or supervisor experience in a mid-size inbound call center
• Directly supervises 10-25 employees in a call center production environment.
• Effective communication and interpersonal skills (both written and verbal)
• Self-motivated and able to work independently and in team environments
• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
• Ability to multi-task and manage several projects simultaneously
• Exceptional customer service and follow up skills
• Minimum B.Sc /HND required in any field.
• Computer skills including the ability to spreadsheet and word-processing programs at a basic proficient level