Team Lead, Voice Inbound Contact Centre at First Bank of Nigeria Limited (FirstBank)

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First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services.

Team Lead, Voice Inbound Contact Centre

Duties & Responsibilities

  • Manage the team.
  • Collate feedbacks from customers and escalate issues affecting service to stakeholders
  • Generate daily/weekly report for team and send to the unit and QA team
  • Follow up on pending requests and complaints with branches and head office departments
  • Ensure customers are given timely feedback on the status of their complaints and informed of final resolution
  • Responding to emails in the FirstContact Service Desk mailbox and ensure there is no backlog Mentoring and coaching of consultants
  • Second level authentication of requests initiated by consultants
  • Confirm active access rights of team members at regular intervals
  • Ensure wow customer experience and migrate customer to cost effective channels
  • Up sell and Cross sell all banks product and services.

Job Requirements

  • First Degree in any relevant discipline but preferably Social Sciences
  • Contact center experience.

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