Operations Manager
Tetra Maritime
Lagos
Nigeria
July 3, 2026
Full-timeJuly 3, 2026
Job Description
Job Overview:
We are currently seeking to employ a Contact Center Team Lead to lead and support our contact center team in maintaining a balance between company policy and customer benefit in decision making.
Duties and Responsibilities:
1. Team Leadership & Performance Management: Lead, coach, and develop a team of customer service agents to achieve defined KPIs (AHT, FCR, CSAT, SLA adherence). Monitor individual and team performance, providing real-time feedback and structured coaching. Drive a high-performance culture with clear accountability and continuous improvement. 2. Service Delivery & Operational Excellence: Ensure consistent achievement of service level targets across all channels (calls, email, chat, social media). Identify service gaps and implement corrective actions to improve response and resolution times. Optimize workforce utilization in collaboration with workforce management to align with demand patterns. 3. Customer Experience & Quality Assurance: Maintain high standards of customer interaction quality and professionalism. Analyze customer feedback and complaints to identify root causes and drive service improvements. Ensure adherence to company policies, regulatory requirements, and service standards. 4. Reporting & Insights: Track, analyze, and report on key performance metrics and trends. Translate operational data into actionable insights and recommendations for management. Prepare and present performance updates to senior stakeholders when required. 5. Process Improvement & Collaboration: Identify process inefficiencies and work with cross-functional teams to implement improvements. Support initiatives aimed at enhancing customer journey and reducing friction points. Act as a liaison between the client service team and other departments (Operations, Product, Risk).
Required Qualifications:
4–7 years of experience in customer service/contact center operations. At least 2 years in a supervisory or team lead role. Experience in financial services or fintech is an advantage.
Additional Notes:
Strong detail orientation and communication/listening skills. Willingness to work a flexible schedule and occasional overtime when needed. Core Competencies: Strong leadership and coaching skills, Data analysis and problem-solving capability, Excellent communication and stakeholder management, Ability to perform in a fast-paced, high-growth environment, High level of professionalism, ownership, and accountability.
We are currently seeking to employ a Contact Center Team Lead to lead and support our contact center team in maintaining a balance between company policy and customer benefit in decision making.
Duties and Responsibilities:
1. Team Leadership & Performance Management: Lead, coach, and develop a team of customer service agents to achieve defined KPIs (AHT, FCR, CSAT, SLA adherence). Monitor individual and team performance, providing real-time feedback and structured coaching. Drive a high-performance culture with clear accountability and continuous improvement. 2. Service Delivery & Operational Excellence: Ensure consistent achievement of service level targets across all channels (calls, email, chat, social media). Identify service gaps and implement corrective actions to improve response and resolution times. Optimize workforce utilization in collaboration with workforce management to align with demand patterns. 3. Customer Experience & Quality Assurance: Maintain high standards of customer interaction quality and professionalism. Analyze customer feedback and complaints to identify root causes and drive service improvements. Ensure adherence to company policies, regulatory requirements, and service standards. 4. Reporting & Insights: Track, analyze, and report on key performance metrics and trends. Translate operational data into actionable insights and recommendations for management. Prepare and present performance updates to senior stakeholders when required. 5. Process Improvement & Collaboration: Identify process inefficiencies and work with cross-functional teams to implement improvements. Support initiatives aimed at enhancing customer journey and reducing friction points. Act as a liaison between the client service team and other departments (Operations, Product, Risk).
Required Qualifications:
4–7 years of experience in customer service/contact center operations. At least 2 years in a supervisory or team lead role. Experience in financial services or fintech is an advantage.
Additional Notes:
Strong detail orientation and communication/listening skills. Willingness to work a flexible schedule and occasional overtime when needed. Core Competencies: Strong leadership and coaching skills, Data analysis and problem-solving capability, Excellent communication and stakeholder management, Ability to perform in a fast-paced, high-growth environment, High level of professionalism, ownership, and accountability.
Info
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