ARM Life Plc

Team Lead, Contact Centre

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ARM Life Plc is recruiting for Full time Team Lead, Contact Centre

Job Description

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 Centre

Location:
 Lagos

Job Objectives

  • The 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 Responsibilities

  • Daily 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 measurements
  • Provide 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.

 

    Job Requirements
    Minimum years of experience

    5

    Qualifications
    FSLC /SSCE /JSCE /NABTEB /ADN /OND /ND /NCE /B.Sc /B.Ed /B.Tech
    Other Requirements

    Requirements

    • Minimum of 5 years of relevant work experience (preference for experience in financial services industry).
    • Bachelor's Degree from an accredited university.
    • Experience in financial sector will be added advantage.
    • Proven customer support experience or experience as a client service representative
    • Strong phone contact handling skills and active listening
    • Familiarity with CRM systems and practices
    • Customer orientation and ability to adapt/respond to different types of characters
    • Excellent communication and presentation skills
    • Ability to multi-task, prioritize, and manage time effectively.

    This job is no longer accepting applications.

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    About ARM Life Plc
    ARM Life formerly CrystaLife Assurance Plc. 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.However, over the years, the Firm has taken advantage of opportunities in various sect...
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    Job Summary
    Published
    February 5, 2019
    Offer Type
    Full time
    Experience
    Minimum of 5years
    Location
    Lagos
    Deadline
    February 19, 2019
    Specialization
    Executive / Management
    Industries
    Banking / Financial Services
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