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