Lead Supervisor, Operations

1 day ago

Islamabad, Islamabad, Pakistan UNAVAILABLE Full time
Overview

This person will be responsible for the development, coordination and management of campaigns and customer relationship function among the client by meeting higher standards of performance.

Responsibilities
  • Serve as Subject Matter Expert regarding all inquiries and coordinate with team coaches to ensure that all process updates are effectively understood and communicated to their respective teams
  • Performance Management of assigned Team Coaches through report analysis, individual feedbacks and weekly meetings
  • Participate in the Recruitment process and manage the Customer Service (Contact Center) team.
  • Implement policies and procedures relating to appropriate Contact Center quality control systems.
  • Ensure and maintain a proper discipline and work environment relating to company's code of business conduct
  • Promote professionalism in the contact centre environment.
  • Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
  • Ensure Sales targets are being met by the Supervisors.
  • Co-ordinate with WFM/Tech and relevant teams in the time of system issues/outages and work to resolve the issue
  • Share relevant reports with Supervisors
  • Address concerns of agents relating to matters of adherence, attendance, performance and issues with relevant departments
  • Setting and meeting performance targets for efficient sales and quality
  • Monitoring random calls to improve quality, minimize errors and track operative performance.
  • Skilled at client management, account management and team management.
  • Handle day to day client deliverables smoothly.
  • Responsible for the specific tasks on behalf of the department head in his/her absence.
  • All assigned reports
Qualifications
  • Graduation
  • Analytical Skills
  • Excellent written/verbal English communication skills
  • Excellent management and leadership skills
  • Coaching Skills
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