•Accessing training needs•Orienting new hires to their functions•Conducting evaluations to identity areas of improvement•Enhancing productivity by implementing KPI's

• Monitoring and measuring quality productivity levels within the contact center using Key Performance Indicators (KPIs), Customer Satisfaction Score (CSS), Average Handle Time (AHT) and Cost Per Interaction (CPI).• Day to day supervision of all customer service representatives.• Preparation of agent quality performance reports - daily, weekly and monthly.• Ensured that the expected call standard is maintained and exceeded.• Evaluation of the quality of service delivered to customers by contact center agents via all channels: calls; e-mails, live-chats and Sms

• Analysis and resolution of loan offering inquiries and complaints.• Confirm merchant settlement details and also attend to payment platform merchants (Monnify and Paystack)

•Receiving Inbound and Outbound calls on behalf of Fairmoney/Branch•Provision of available loan repayment option•Contacting customers while maintaining quality assurance

* Newsletter Publications * Office Management

Managing Customer Support