Team Lead, Contact Center

Who we are

We’re a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences.

We are the place for you, if

You’re excited about technology and the future, and you’re looking for a place to learn and grow. You care a lot about detail and pride yourself in impeccable execution. You are adept at identifying, assessing, mitigating, monitoring and reporting risks, and ensuring controls are working effectively. You are ready to work extremely hard, at a fast pace, to achieve audacious goals. You love to speak up, ask questions and are comfortable challenging anyone or any idea.

The position

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.

1. 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

2. 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

3. 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

4. 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

5. 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

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

Benefits

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.