Customer Service & Contact Centre Lead
Location: Lekki, Lagos,
Employment Type: Full-time
Qualifications
- Minimum Requirement: Higher National Diploma (HND) or Bachelor of Science (BSc) degree in any relevant field.
Work Experience:
- A minimum of 4 years of continuous experience in customer service or contact centre management, with at least 2 years at a supervisory or team lead level.
- Demonstrated experience in lending, microfinance, or a related financial services environment is a mandatory requirement.
Knowledge:
- Working knowledge of lending products, borrower onboarding processes, repayment structures, and early-stage delinquency indicators.
- Understanding of customer data handling obligations and the importance of accurate CRM record-keeping in a regulated lending environment.
Skills and Abilities:
- Minimum Standard: Strong verbal communication and interpersonal skills. Confidence handling borrower complaints, repayment conversations, and escalations professionally and without escalating tension.
- Developmental Maximum: Ability to interpret contact centre performance data, identify conversion pattern trends, and recommend campaign adjustments to the Head of Sales & Marketing based on field intelligence.
Personality and Motivation:
- Thrives in a target-driven environment that combines service accountability with commercial output. Comfortable being measured on both simultaneously.
- Resilient, organized, and motivated by tangible results. Finds satisfaction in building a high-performing team and watching conversion rates move.
Circumstances:
- Based on-site at the Igbo Efon, Lekki office. Lagos-based candidates should factor commute time when applying. This role is fully on-site.
Competencies and Behaviours:
- Accountability: Owns team performance numbers without deflection. When a target is missed, the response is a diagnosis and a plan, not an explanation.
- Commercial Awareness: Understands that the contact center is a revenue channel, not just a support function. Every call is an opportunity.
- Process Discipline: Maintains CRM accuracy, reporting cadence, and escalation protocols consistently, even under volume pressure.
Salary
N400,000 - N600,000 per month.
Remuneration and Benefits:
- Monthly performance-based incentive tied to reactivation conversions, team conversion rate, and outbound call volume compliance. Incentive details confirmed at offer stage.
- Comprehensive Health Insurance Scheme (HMO).
- Statutory monthly pension contribution.
- Direct exposure to the commercial leadership of a fast-growing Lagos NBFI. Strong performers are visible and progress quickly.
Application Closing Date
31st December, 2026.
How To Apply
Interested and qualified candidates should send their CV to: Lheonconsultingltd@gmail.com using the job title as the subject of the mail.