Team Coach

4 weeks ago

Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

Team Coach

Responsibilities
  • Implement organizational policies within the respective team.
  • Collaborate with support departments to improve performance results.
  • Facilitate teamwork and coordination through effective communication.
  • Handle escalation calls when necessary and promote exceptional customer service by providing direct resolution.
  • Maintain professionalism in the contact center environment.
  • Ensure delivery of high-quality customer care based on predefined benchmarks.
  • Utilize software efficiently for data entry and searching.
  • Monitor attendance and ensure adherence to floor ethics such as dress code, mobile usage, and cleanliness.
  • Understand processes related to case handling, callbacks, escalations, forwarding, and reporting/data logging.
  • Report issues with workstations, equipment, and suggest improvements to management.
  • Address employee concerns and resolve conflicts effectively.
  • Motivate employees to meet targets through recognition, guidance, and incentives.
  • Create a sense of ownership among team members.
  • Communicate performance expectations clearly and provide coaching and feedback regularly.
  • Verify the accuracy of agent performance metrics and reports.
  • Identify systemic problems and propose solutions for improvements.
  • Monitor calls (live/recorded) to ensure quality standards are met.
  • Manage client relationships, accounts, and support teams effectively.
  • Perform other related duties as assigned by the Call Center Manager or Assistant Manager.
Qualifications
  • Proficient in English communication.
  • Strong team management skills.
  • Extensive experience in a call center environment.
  • Knowledge of call center operations.
  • Excellent presentation and analytical skills.
  • Proficiency in basic Excel.
  • Ability to improve CSAT and quality scores.
  • Positive attitude and approach.
  • Ability to handle pressure.
  • Willingness to work rotational shifts.
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