Call Center Team Lead

7 days ago

Lahore, Punjab, Pakistan Next Age Technologies (Pvt) Ltd Full time
Call Center Team Lead
Next Age Technologies (Pvt) Ltd, Pakistan

NextAge Technologies Pvt. Ltd. requires the services of an experienced "Team Lead Call Centre" Male/Female for its Lahore Call Centre.

Duties & Responsibilities
  1. Forecast volumes of calls and manpower requirements.
  2. Maintain call distribution system by configuring the telephone to automatically distribute calls uniformly among customer service representatives.
  3. Make necessary changes in staffing based on the day of the week, sales promotions, other anticipated events, and data.
  4. Monitor productivity of customer service representatives and generate reports.
  5. Review data to monitor the length of time customers remain on hold.
  6. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
  7. Answer questions and recommend corrective services to address customer complaints.
  8. Maintain the correct recorded announcement menus, and make changes as necessary based on the time of day, day of the week, or holidays.
  9. Key information into the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
  10. Determine work procedures, prepare work schedules, and expedite workflow.
  11. Study and standardize procedures to improve efficiency of subordinates.
  12. Maintain harmony among workers and resolve grievances.
  13. Prepare composite reports from individual reports by subordinates.
Supervisory Responsibilities

Manage the subordinates and be responsible for overall direction, coordination, planning, assigning, and directing work.

Job Specification

Education & Experience: MBA, MPA, M.A English or equivalent Masters. One year minimum outbound call center experience as a Team Lead from a well-reputed call center.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Please apply at: jobs@nextagetech.com

Information Technology and Services - Lahore, Pakistan

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