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.
Required Skills & Competencies
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.