Customer Service & Contact Centre Lead

Job title : Customer Service & Contact Centre Lead

Qualifications

• Minimum Requirement: Higher National Diploma (HND) or Bachelor of Science (BSc) degree in any relevant field.

Work Experience:

• A minimum of 4 years of continuous experience in customer service or contact centre management, with at least 2 years at a supervisory or team lead level.
• Demonstrated experience in lending, microfinance, or a related financial services environment is a mandatory requirement.

Knowledge:

• Working knowledge of lending products, borrower onboarding processes, repayment structures, and early-stage delinquency indicators.
• Understanding of customer data handling obligations and the importance of accurate CRM record-keeping in a regulated lending environment.

Skills and Abilities:

• Minimum Standard: Strong verbal communication and interpersonal skills. Confidence handling borrower complaints, repayment conversations, and escalations professionally and without escalating tension.
• Developmental Maximum: Ability to interpret contact centre performance data, identify conversion pattern trends, and recommend campaign adjustments to the Head of Sales & Marketing based on field intelligence.

Personality and Motivation:

• Thrives in a target-driven environment that combines service accountability with commercial output. Comfortable being measured on both simultaneously.
• Resilient, organized, and motivated by tangible results. Finds satisfaction in building a high-performing team and watching conversion rates move.

Circumstances:

• Based on-site at the Igbo Efon, Lekki office. Lagos-based candidates should factor commute time when applying. This role is fully on-site.

Competencies and Behaviours:

• Accountability: Owns team performance numbers without deflection. When a target is missed, the response is a diagnosis and a plan, not an explanation.
• Commercial Awareness: Understands that the contact center is a revenue channel, not just a support function. Every call is an opportunity.
• Process Discipline: Maintains CRM accuracy, reporting cadence, and escalation protocols consistently, even under volume pressure.

Remuneration and Benefits:

• Monthly performance-based incentive tied to reactivation conversions, team conversion rate, and outbound call volume compliance. Incentive details confirmed at offer stage.
• Comprehensive Health Insurance Scheme (HMO).
• Statutory monthly pension contribution.
• Direct exposure to the commercial leadership of a fast-growing Lagos NBFI. Strong performers are visible and progress quickly.