BPO Team Lead

About the role

The BPO Team Lead will oversee a group of Customer Support Representatives, ensuring high‑quality service delivery for banking, finance and insurance clients. You will drive performance, manage escalations and foster a collaborative, results‑focused culture.

Key responsibilities

• Lead, coach and motivate a team of support agents; conduct daily huddles and one‑on‑one coaching sessions.
• Monitor attendance, schedule adherence and overall productivity; recognize and reward outstanding performance.
• Track key metrics such as CSAT, SLA, AHT, FCR, quality scores and productivity; implement Performance Improvement Plans when needed.
• Ensure timely resolution of inquiries across all channels and manage agent/client escalations within agreed timelines.
• Identify operational challenges, recommend process improvements and maintain compliance with client processes and data protection policies.
• Prepare daily, weekly and monthly performance reports; communicate updates and risks to the BPO Manager and support client meetings with performance insights.

Required profile

• Minimum of 2 years of experience in a customer support or BPO environment.
• BSc degree in a related field.

Required skills

What we offer

• Monthly salary between NGN 250,000 and NGN 400,000.