CALL CENTRE TEAM LEAD AT OUTCESS SOLUTIONS NIGERIA LIMITED | CALL CENTRE JOBS IN LAGOS

About Company:

Outcess Solutions Nigeria Limited is an integrated customer engagement and business process outsourcing company. At Outcess, we believe that digital technologies are driving a paradigm shift in how we live, work and play. This shift makes it possible and imperative for businesses to radically reshape how they interact and transact with customers and partners, seamlessly connecting and enhancing all aspects of their operations

Job Description:

We are seeking an experienced and dynamic Call Centre Team Lead to drive the performance and development of our customer support team. You will be the bridge between our operational objectives and our front-line agents, ensuring that every customer interaction reflects our commitment to excellence. This role is for a leader who knows how to motivate teams, optimize workflows, and maintain composure while navigating the fast-paced environment of a high-volume call centre.

Requirements:

• Team Supervision: Oversee the daily activities of call centre agents, ensuring that all team members are hitting their performance targets and maintaining quality standards.

• Coaching & Mentoring: Regularly monitor calls and interactions to provide constructive feedback. Develop our agents through targeted coaching sessions, identifying training needs to improve their technical proficiency and soft skills.

• Escalation Management: Serve as the final point of internal resolution for complex customer complaints, ensuring difficult issues are handled with tact, professionalism, and speed.

• Operational Efficiency: Monitor real-time metrics, queue times, and throughput. Identify bottlenecks in our service delivery and implement solutions to maintain optimal service levels.

• Policy Compliance: Ensure that the entire team adheres strictly to company policies, data protection standards, and industry regulations.

• Performance Reporting: Track and report on key performance indicators (KPIs) to management, providing insights into team productivity and areas for future improvement.

Qualifications and Skills:

• Education: Bachelor’s Degree in any related field.

• Experience: Minimum of 2 years of proven experience in a call centre or customer support supervisory role.

• Leadership Skills: Ability to motivate a diverse team, resolve conflicts, and foster a culture of accountability and high performance.

• Analytical Aptitude: Ability to interpret data (call logs, resolution times) to drive evidence-based improvements.

• Communication: Exceptional verbal and written communication skills, with a focus on de-escalation and empathy.

• Technical Proficiency: Proficiency in CRM software and standard office productivity tools.

Salary

Application Closing Date: Not specified

Application Instructions:

Method of Application Interested and qualified candidates should send their applications to: lawal.fatima@outcess.com using the Job Positiion as the subject of the mail.