Team Lead, North East Region

Job title : Team Lead, North East Region

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.