Description

Job Title: Team Lead

FairMoney is a credit-led mobile bank for emerging markets. The company was launched in 2017, operates in Nigeria & India, and raised close to €50m from global investors like Tiger Global, DST & Flourish Ventures. The company has offices in France, Nigeria, Germany, Latvia, the UK, Türkiye, and India.
Watch the way FairMoney is building Africa’s money story here

Role and Responsibilities

• Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
• Supervise and coordinate the daily operations of the resolution team
• Ensure proper scheduling to manage dropped call rates and other service levels
• Produce timely reports of activities
• Ensure staff in the team are adequately equipped with the requisite systems and applications
• Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
• Escalate any downtime or service failure promptly
• Coach and train the agents on customer handling skills

• Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
• A University degree. A Master’s degree is an added advantage
• Good Communication
• Customer Engagement and Relationship Management
• Strong Leadership and Time Management skills
• Emotional Intelligence (Self-Control)

• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes
• Technical interview with the hiring manager ~30 minutes

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