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Contact Center Team Lead at Renmoney, Lagos

We are currently seeking to employ a Contact Center Team Lead to lead and support our contact center team in maintaining a balance between company policy and customer benefit in decision-making. You will help to continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

Responsibilities:

Team Leadership & Performance Management

• Lead, coach, and develop a team of customer service agents to achieve defined KPIs (AHT, FCR, CSAT, SLA adherence)
• Monitor individual and team performance, providing real-time feedback and structured coaching
• Drive a high-performance culture with clear accountability and continuous improvement

Service Delivery & Operational Excellence

• Ensure consistent achievement of service level targets across all channels (calls, email, chat, social media)
• Identify service gaps and implement corrective actions to improve response and resolution times
• Optimize workforce utilization in collaboration with workforce management to align with demand patterns

Customer Experience & Quality Assurance

• Maintain high standards of customer interaction quality and professionalism
• Analyze customer feedback and complaints to identify root causes and drive service improvements
• Ensure adherence to company policies, regulatory requirements, and service standards

Reporting & Insights

• Track, analyze, and report on key performance metrics and trends
• Translate operational data into actionable insights and recommendations for management
• Prepare and present performance updates to senior stakeholders when required

Process Improvement & Collaboration

• Identify process inefficiencies and work with cross-functional teams to implement improvements
• Support initiatives aimed at enhancing customer journey and reducing friction points
• Act as a liaison between the client service team and other departments (Operations, Product, Risk)

Requirements

• 4–7 years of experience in customer service/contact center operations
• At least 2 years in a supervisory or team lead role
• Experience in financial services or fintech is an advantage

Preferred:

• Strong detail orientation and communication/listening skills.
•  Willingness to work a flexible schedule and occasional overtime when needed.

Core Competencies

• Strong leadership and coaching skills
• Data analysis and problem-solving capability
• Excellent communication and stakeholder management
• Ability to perform in a fast-paced, high-growth environment
• High level of professionalism, ownership, and accountability

This job is perfect for you if you

• Enjoy adding structure and developing approaches to ambiguous problems
• Are a self-starter, take initiative, work collaboratively, and can self-manage in ambiguity
• Have excellent verbal and written communication skills
• Are excel and numbers-savvy and very detail oriented

You will not enjoy this job if you

• Work best in structured, hierarchical settings
• Require clear, pre-set deliverables and constant direction
• Are used to working in/with a large team

You’ll receive competitive compensation and work with amazing people. You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.