Customer Engagement Team Lead at ikeja

About the job

• At ikeja, our Customer Engagement Team Leaders play a critical role in delivering an exceptional customer experience while leading high-performing teams. This role supports the Customer Engagement Manager by overseeing the day-to-day operations of the Customer Engagement team, providing frontline leadership, coaching and developing Customer Engagement Consultants, driving KPI performance, managing escalations and ensuring customers receive professional, timely and effective support across every interaction.
• The successful candidate will be a hands-on leader who enjoys developing people, solving complex customer issues, improving operational processes and fostering a positive, high-performance team culture.

Key Responsibilities

• Lead, coach and support a team of Customer Engagement Consultants to deliver exceptional customer service
• Drive individual and team performance against KPIs, service levels, quality standards and customer satisfaction targets
• Manage day-to-day team operations, workflow and task allocation to ensure service delivery objectives are achieved
• Monitor customer interactions across multiple communication channels and provide ongoing coaching and feedback
• Take ownership of complex customer queries, complaints and escalations through to resolution
• Conduct quality assurance reviews and identify opportunities to improve customer experience and operational efficiency
• Collaborate with internal departments, including NOC, Installations, Collections & Retentions and other operational teams
• Support the onboarding, training and development of new Customer Engagement Consultants
• Promote a culture of accountability, collaboration, continuous improvement and customer-centric service
• Ensure compliance with company policies, procedures and operational standards
• Identify trends in poor attendance and time keeping and escalate that to the CE manager
• Create the team work schedule to be reviewed and approved by the CE manager

Requirements

• Grade 12 (Matric)
• Minimum 2 - 3 years' experience in a customer service, customer engagement or contact centre environment
• Minimum 2 years' proven experience leading or supervising a customer-facing team.
• Experience managing customer escalations and complaints
• Experience coaching and developing employees
• Strong understanding of KPI management and service delivery metrics
• Computer literacy, including Microsoft Office and Excel
• Excellent written and verbal communication skills
• Ability to work flexible hours where operationally required

Advantageous

• Experience within the telecommunications or ISP industry
• Experience working with CRM, ticketing or customer engagement systems
• Experience working in a high-volume customer support environment

Skills & Competencies
We're looking for someone who demonstrates:

• Strong leadership and people management ability
• Excellent customer service and relationship management skills
• Outstanding verbal and written communication skills
• Coaching, mentoring and performance management capability
• Strong problem-solving and decision-making skills
• Ability to manage multiple priorities in a fast-paced environment
• Excellent conflict resolution and negotiation skills
• High attention to detail and organisational ability
• Strong analytical skills with the ability to interpret KPIs and operational data
• Ability to build strong cross-functional working relationships
• Adaptability and resilience under pressure
• A proactive approach with a strong sense of ownership and accountability
• Intermediate Microsoft Excel and Microsoft Office proficiency