Customer Support Team Lead – BPO

About the role

RightCom is seeking an experienced Customer Support Team Lead to manage a group of BPO agents in Abuja. You will be responsible for driving performance, ensuring high‑quality customer interactions, and meeting service level agreements for multiple client accounts.

Key responsibilities

• Lead, coach and motivate a team of Customer Support Representatives.
• Conduct daily huddles and regular one‑on‑one coaching sessions.
• Monitor attendance, schedule adherence and overall team productivity.
• Track and manage performance metrics such as CSAT, SLA, AHT, FCR, quality scores and productivity.
• Develop and implement Performance Improvement Plans where needed.
• Analyze customer feedback and trends to identify root causes and corrective actions.
• Ensure timely resolution of inquiries across all supported channels.
• Handle agent and client escalations within agreed timelines.
• Monitor ticket queues and workflow to consistently meet service levels.
• Identify operational challenges and recommend process improvements.
• Maintain compliance with client processes, company policies and data protection requirements.

Required profile

• Proven experience leading customer service or BPO teams.
• Strong team‑management and coaching abilities.
• Passion for delivering exceptional customer experiences.
• Ability to thrive in a fast‑paced, results‑driven environment.
• Excellent analytical and problem‑solving skills.

Required skills