Retail

Team Lead At Moniepoint Inc.

Moniepoint Inc.·Gombe, nigeria·Full Time·Contract

RetailFull TimeContract

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Job Purpose

The Regional Team Lead ("RTL") builds strong relationships with customers and ensures products or services are optimized to receive the highest ROI.
The RTL plays a major role in hiring, training and mentoring the offline customer support team across offline channels.
He/she is also in charge of implementing policies with internal teams to establish quality customer service that exceeds expectations.

Key Responsibilities

Team Leadership & People Development:

Line Management: Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation.
Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.
Mentoring & Coaching: Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members.

Operational Excellence & Strategy:

Relationship Management: Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.
Process Improvement: Develop and share best practices to enhance the efficiency and quality of support workflows.
Reporting: Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.

Stakeholder & Project Management:

Cross-Functional Collaboration: Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.
Project Oversight: Lead and execute customer support-related events and strategic projects.
Field Engagement: Conduct regional visitations across state offices to audit support quality and understand local customer challenges.

Educational & Experience Requirements

Experience: Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth.
Education: BSc in any relevant field.
Service: Must have completed NYSC.

Technical & Professional Skills:

Systems Expert: Advanced proficiency in CRM tools, ticketing systems, and managing high-volume interactions..
Tech Savvy: Strong computer literacy with the ability to navigate and troubleshoot multiple technical systems simultaneously.
Analytical Skills: Ability to interpret data and translate it into actionable performance reports.

Communication & Interpersonal Skills:

Articulate Communicator: Exceptional written and verbal skills, with the ability to explain complex information concisely.
Adaptive Personality: A high degree of emotional intelligence to navigate various customer personalities and conflict-resolution scenarios.

Personal Attributes:

Strategic Thinker: Highly organized and detail-oriented with the ability to prioritize tasks in a fast-paced digital environment.
Empathy-Driven: A deep sense of patience and customer-centricity.
Independent & Collaborative: Capable of driving results autonomously while fostering a unified team environment.

Important:

The successful candidate must reside in Gombe and be willing to travel to the states under the North East region ( Adamawa, Bauchi, Borno, Taraba and Yobe) for required regional team oversight.

Key skills

BA/BSc/HND

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