Team Lead, Contact Centre at ARM Life Plc

ARM Life is the insurance subsidiary of Asset & Resource Management Company Ltd (ARM). Its parent company, ARM is one of the largest non-bank financial services firms in Nigeria with a focus on asset management. Established in 1994, ARM started operations as a traditional asset management company specialising in the management of quoted equities and fixed income securities.We are recruiting to fill the position below:Job Title: Team Lead, Contact CentreLocation: LagosJob ObjectivesThe Position Holder is responsible for effectively managing and coordinating both the resources and activities of the ARM contact-centre with the aim of ensuring optimal service delivery, and customer engagement.Duties And ResponsibilitiesDaily Management of Contact Centre Provide effective oversight over the daily operations of the Contact Centre and ensure activities run smoothly and efficiently.Proactively Manage Performance of CX Staff Track operative performance of Contact Centre staff.Reward and Recognition Develop recognition and motivation scheme to encourage/reward excellent performance amongst agents. Manage attrition rate.Drive Optimal Customer Experience Actively promote customer acquisition, retention, loyalty and advocacy with clear financial measurementsProvide Adequate Escalation Channels Follow up on complex complaints/requests which are within or beyond the approved turnaround time for handling customer issues.Manage Inter-departmental Communications Communicate effectively with all departments within the organization to ensure adequate feedback is received/provided to serve customers effectively.Reporting and Analytics Provide periodic reports to show statistical data of customers’ interactions with the organization.Support the Development of CX Strategy Develop new strategies and respond positively to new initiatives brought into practice making sure they easily become part of the superlative customer experience delivery.Ad-Hoc Duties Provide weekly plan/reports and any other duties assigned by the Head of department.Support Team’s Development Provide leadership to contact-centre staff, by providing guidance, encouraging competency development, and team-bonding, towards building a highly effective team. 

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