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Supervisor / Team Leader (3 Years Of Experience As A Team Leader In Call Center)- Night Shift -

4 weeks ago

Islamabad, Islamabad, Pakistan Global Touch Full time
Supervisor / Team Leader (3 Years Of Experience As A Team Leader In Call Center) - Night Shift -
Global Touch, Pakistan

Global Touch (Call Center) Pakistan is looking for a Supervisor / Team Leader with 3 years of experience as a team leader in a call center. The candidate will be responsible for developing, coordinating, and managing campaigns and customer relationship functions among the client and their respective customers to achieve high performance. This person should possess strong management skills, a proven ability to deliver quality service on schedule, and the energy, motivation, and communication skills necessary to play a future managerial role in a dynamic, growing technology-based company.

Job Description:

  1. Must have 3 to 4 years of experience as a team lead in a call center.
  2. Closure Experience.
  3. Be in charge of running and managing the call center daily.
  4. Set targets for all other call center agents to meet.
  5. Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
  6. Understand all organization's products, services, procedures, and guidelines and communicate the same to all team members.
  7. Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
  8. Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges.
  9. Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  10. Address all employees' grievances to respective departments.
  11. Assist in implementing and maintaining the highest quality systems within the call center.
  12. Handle employee concerns and provide conflict resolution.
  13. Supervise the regular monitoring and evaluation of every team's performance with respect to the quality matrix.
  14. Strive for continual improvement of the customer service quality systems and the processes by which they are developed.
  15. Provide the leadership required for successfully completing projects assigned to the Customer services (call center) team.
  16. Strive for continual improvement of Customer relationship management.
  17. Liaise with all departments to have a good understanding of products, procedures, and processes to assist the team and the customers with queries.
Job Specification

Must communicate in English and be able to speak fluently.

Location: Marketing and Advertising - Rawalpindi, Pakistan

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