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Team lead 258 000
Job Type: Full-Time

Education

From 0 to 2004
University of Calabar
No added languages

Experience

Team lead
Spanco BPO Limited/Airtel Nigeria Limited
August 2009 - Present Day (8 years 1 month)

Monitor and evaluate calls answered by agents, to ensure the standard call centre procedure is applied at all times

Work the floor and give hands on support to agents

Organize team briefings to update agents of the latest products and services and also management’s decisions/information.

Schedule agents for leave, coaching and mentoring

Ensure team’s performance and in line with the business set targets

Monitor the team’s dashboard

Monitor and report agents’ performance: daily, weekly, monthly and quarterly

Work the floor and give hands on support to agents

Organize team briefings to update agents of the latest products and services and also management’s decisions/information.

Recruitment (Choosing credible candidates for employment)

Postpaid bill checks to ensure that accurate bills are sent out to postpaid customers