About the job

RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 30 markets to join and thrive in the experience economy.

Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services (MS).

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

We are embarking on an innovation agenda as an organization-wide transformation of people and technology capabilities to enable digital-first delivery for every product and service. Our ambition is to establish digital and data points that allow us to: attract, retain and develop customers; secure existing revenue streams; and innovate where we identify a competitive advantage.

Based in Abuja, The experienced, results-oriented BPO Team Leader will be responsible for supervising a team of customer service representatives. Their role will involve driving team performance, ensuring an exceptional customer experience, supporting agents, and meeting the service levels expected by clients. This position requires an operational leader with strong team management skills, a passion for customer service, and the ability to thrive in a dynamic and demanding BPO environment.

Responsibilities

Team Leadership

• Lead, coach, and motivate a team of Customer Support Representatives.
• Conduct daily team huddles and regular one-on-one coaching sessions.
• Monitor attendance, schedule adherence, and overall team productivity.
• Foster a positive, collaborative, and high-performing team culture.

Performance Management

• Track and manage key performance metrics, including CSAT, SLA, AHT, FCR, quality scores, and productivity.
• Provide timely coaching and performance feedback.
• Develop and monitor Performance Improvement Plans (PIPs) where necessary.
• Recognize and reward outstanding performance.
• Analyze customer feedback, complaints, and trends to identify root causes and implement corrective actions that enhance the customer experience.

Customer Support Operations

• Ensure timely and professional resolution of inquiries across all supported channels.
• Handle agent and client’s escalations within agreed timelines.
• Monitor ticket queues and workflow to ensure service levels are consistently met.
• Identify operational challenges and recommend process improvements.

Quality & Compliance

• Ensure compliance with client processes, company policies, and data protection requirements.
• Review quality reports and implement corrective actions.
• Promote a culture of continuous improvement and customer-centric service.

Reporting & Communication

• Prepare and submit daily, weekly, and monthly performance reports.
• Communicate operational updates and risks to the BPO Manager.
• Support client meetings by providing performance insights and operational updates.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• Minimum of 2 years’ experience as a Team Lead in a BPO or customer support environment.
• Proven experience managing customer support teams and achieving operational KPIs.
• Proficiency in Microsoft Office (particularly Excel), customer experience (CX) tools, and CRM/ticketing systems.
• Experience supporting international clients, particularly in a multilingual or multicultural environment, is an asset.
• Flexibility to work shifts, weekends, and public holidays, based on business needs.