First Line Support Team Lead

Responsibilities:

• Consolidate agents' process learning, enhance their skills, and provide constant feedback to improve their performance indicators;
• Conduct the new agent's adaptation process, support them during the trial period, and determine whether they pass;
• Review the quality scorecard scores, comparing the information with the chats reviewed, and make appeals if applicable;
• Calculate agents' monthly salaries, bonuses, and other benefits, reporting them within the established deadlines;
• Analyze the performance of the agents in charge and apply corrective actions as appropriate;
• Participate in joint projects assigned by headquarters for process improvement;
• Keep processes updated in Confluence;
• Report indicators and incidents with the platforms and provide suggestions for improvement.

Requirements:

• Product knowledge;
• Knowledge of internal processes for L1 agents;
• High level of leadership, organization, and people management;
• Analytical and conflict management skills;
• Fluency in English and Pidgin.

Additional skills:

• Knowledge of Hausa and Yoruba.

Benefits:

• An exciting and challenging job in a fast-growing company, the opportunity to be part of a multicultural team of top professionals in different fields;
• Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed;
• Laptop & all necessary equipment for work according to the company standards;
• Paid vacations;
• Paid sick leave;
• Referral program enjoy cooperation with your colleagues and get the bonus;
• Educational support by our L&D team: internal and external training
• Multiple internal activities: online platform with newsletters, quests, gamification, and presents for collecting bonuses, a club for movie and book lovers, etc.