Contact Centre Team Lead at Wema Bank Plc

Contact Centre Team Lead at Wema Bank Plc. Please make sure you read the job requirements before applying for this position.

Wema Bank Plc – Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

Job Title:Contact Centre Team Lead

Location: Lagos
Job Type: Full-time
Specialization(s): Banking / Finance / Insurance

Job Summary

• Ensure the effective & efficient management of the Contact Center by providing first & second level support to customers and ensuring the resolution of complaints received across all channels.

Principal Duties and Responsibilities

• Ensure that all customer engagement touchpoints [Calls, Emails, Twitter, Facebook, IG, YouTube, App Review, Web review pages etc] are up and running
• Ensure we have enough manpower on each channel/touchpoint always
• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
• Ensure high quality of customer interactions with the goal of keeping the customers happy.
• Escalate all material and unusually difficult customer requests
• Act as the first line of support and escalation for all customer complaints.
• Coordinate and collate reports of all interactions.
• Suggest and implement process and product improvements based on trends.
• Review, deal and grant approval (checker) for operational requests.
• Identify development opportunities for the CX agents
• Train, lead and support CX agents.

Job Experience
Skills & competency:

• Good verbal and written communication skills.
• Good leadership and people management skills
• Ability to resolve customers’ queries.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Strong Influencing and Persuasive Skills.
• Ability to handle pressure/conflict.
• Self-motivated.
• Team Player
• Excellent Interpersonal Skills
• Good problem-solving skills
• Ability to work with minimal supervision.

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)

Application Closing Date

28th October, 2021.

Method of Application

Interested and qualified candidates should:
Click here to apply online