ARM Team Lead, Contact Centre Jobs in Nigeria

ARM Team Lead, Contact Centre Jobs in Nigeria



ARM is a leading group of companies situated in Nigeria with branches scattered across the country. 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 of quoted equities and fixed income securities.


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.


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.


    How to Apply


    Interested and qualified candidates should apply online by 11th February, 2019


    For more information and job application details, see; ARM Team Lead, Contact Centre Jobs in Nigeria


    Find Latest Jobs in Nigeria Today - Recruitment in Nigeria Job - Nigerian Jobs - in Nigeria - Job Vacancies in Nigeria

    Search our career portal & find the latest Nigerian job positions, career opportunities & jobs in Nigeria.

    Jobs in Nigeria - banking jobs in Nigeria, IT jobs in Nigeria, accounting jobs in Nigeria, NGO jobsin Nigeria, business administration in Nigeria, ICT jobs in Nigeria, UN jobs in Nigeria, procurement jobs in Nigeria, education jobs in Nigeria, hospital jobs in Nigeria, human resources jobs in Nigeria, engineering jobs in Nigeria, teaching jobs in Nigeria, and other careers in Nigeria.

    Oil and Gas job vacancies in Nigeria, MTN jobs in Nigeria, job vacancies in Nigeria for fresh graduates.

    Federal government jobs in Nigeria, job vacancies in Nigeria Federal Civil Service.

    Find your dream job from 1000s of vacancies in Nigeria posted and updated daily - click here!

  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Jobs in Nigeria.

    Scholarship 2019/20

    Undergraduate Scholarships 2019/2020
    Masters Scholarships,
    PhD Scholarships,
    International Scholarships.