Company Overview

With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development. Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techno Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, IT Training, Business Process Outsourcing, host of e-Government solutions and Digital products.

Position Overview

The Team leader will lead and oversee our customer service campaign in the call center, she will be responsible for managing a team of Customer Service Representatives, ensuring the delivery of exceptional service, and achieving campaign goals. They should possess strong leadership skills, a deep understanding of customer service principles, and the ability to inspire and develop team members. The Team Leader will play a critical role in driving performance, optimizing customer service operations, and contributing to the overall success of our organization.

Requirements

Role and Responsibilities

• Lead, mentor, and supervise a team of Customer Service Representatives, providing guidance, support, and performance feedback to optimize individual and team performance.
• Develop and implement customer service strategies, campaigns, and initiatives to deliver outstanding service and enhance customer satisfaction while meeting or exceeding campaign targets.
• Set clear performance goals, targets, and key performance indicators (KPIs) for the team and monitor and evaluate individual and team performance against these goals.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, address performance gaps, and identify opportunities for improvement.
• Monitor customer service activities and interactions, analyzing performance metrics, trends, and results to identify areas of improvement and implement corrective actions as needed.
• Collaborate with other departments, such as operations, training, and quality assurance, to ensure alignment and consistency in customer service strategies, processes, and standards.
• Stay updated on industry trends, best practices, and customer service advancements, and provide guidance and training to the team to enhance skills and deliver exceptional service.
• Handle escalated customer issues, complaints, and complex inquiries, resolving them in a timely and satisfactory manner while maintaining customer relationships.
• Generate reports and provide regular updates to management on campaign performance, including customer satisfaction ratings, service level adherence, productivity, and team achievements.
• Foster a positive and collaborative team environment, promoting teamwork, open communication, and a culture of continuous learning and development.

Experience Profile

• Proven experience in customer service, with at least 2-3 years in a supervisory or team lead role within a call center environment.
• Strong knowledge of customer service principles, best practices, and industry standards.
• Exceptional leadership and people management skills, with the ability to inspire, coach, and develop a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, stakeholders, and customers at all levels.
• Analytical mindset with the ability to interpret data, metrics, and trends to drive informed decisions and implement performance improvements.
• Proficiency in using customer relationship management (CRM) systems, call center software, and reporting tools.
• Strong problem-solving and decision-making abilities, with a focus on finding practical solutions and implementing effective strategies.
• Demonstrated ability to work under pressure, meet deadlines, and adapt to changing priorities in a fast-paced, dynamic environment.
• Customer-centric mindset with a passion for delivering exceptional service and enhancing the customer experience.
• Flexibility to work in various shifts, including evenings, weekends, and holidays, as required by the call Centre’s operational hours.

• Lead, mentor, and supervise a team of Customer Service Representatives, providing guidance, support, and performance feedback to optimize individual and team performance.
• Develop and implement customer service strategies, campaigns, and initiatives to deliver outstanding service and enhance customer satisfaction while meeting or exceeding campaign targets.
• Set clear performance goals, targets, and key performance indicators (KPIs) for the team and monitor and evaluate individual and team performance against these goals.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, address performance gaps, and identify opportunities for improvement.
• Monitor customer service activities and interactions, analyzing performance metrics, trends, and results to identify areas of improvement and implement corrective actions as needed.
• Collaborate with other departments, such as operations, training, and quality assurance, to ensure alignment and consistency in customer service strategies, processes, and standards.
• Stay updated on industry trends, best practices, and customer service advancements, and provide guidance and training to the team to enhance skills and deliver exceptional service.
• Handle escalated customer issues, complaints, and complex inquiries, resolving them in a timely and satisfactory manner while maintaining customer relationships.
• Generate reports and provide regular updates to management on campaign performance, including customer satisfaction ratings, service level adherence, productivity, and team achievements.
• Foster a positive and collaborative team environment, promoting teamwork, open communication, and a culture of continuous learning and development.

• Leadership and people management skills
• Communication and interpersonal skills
• Analytical mindset
• Proficiency in CRM systems, call center software, and reporting tools
• Problem-solving and decision-making abilities
• Ability to work under pressure and meet deadlines
• Customer-centric mindset

• BA/BSc/HND
• Proven experience in customer service, with at least 2-3 years in a supervisory or team lead role within a call center environment.
• Strong knowledge of customer service principles, best practices, and industry standards.
• Exceptional leadership and people management skills, with the ability to inspire, coach, and develop a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, stakeholders, and customers at all levels.
• Analytical mindset with the ability to interpret data, metrics, and trends to drive informed decisions and implement performance improvements.
• Proficiency in using customer relationship management (CRM) systems, call center software, and reporting tools.
• Strong problem-solving and decision-making abilities, with a focus on finding practical solutions and implementing effective strategies.
• Demonstrated ability to work under pressure, meet deadlines, and adapt to changing priorities in a fast-paced, dynamic environment.
• Customer-centric mindset with a passion for delivering exceptional service and enhancing the customer experience.
• Flexibility to work in various shifts, including evenings, weekends, and holidays, as required by the call Centre’s operational hours.