Team Lead

3 weeks ago

Lahore, Punjab, Pakistan Ovex Technologies Pakistan Full time
  • Lead a team of CROs on Inbound & Outbound Operations
  • To communicate the company and client vision, purpose, core values to employees.
  • Help CROs to understand processes and services information in a positive and effective way
  • Resolve agents, client and customers issues.
  • Conduct performance reviews and team meetings.
  • Handle escalated queries of customers and employees
  • Perform the work of agents during peak periods.
  • Coordinate with support departments for smooth operations
  • To resolve employees grievances and to motivate them to meet company goals
  • To create a sense of ownership among the employees and to ensure a continuous personality and professional development of the team members
  • Timely Reporting
  • Achieve and exceed defined KPIs
  • Ensuring that proper procedure of feedback are being followed
  • Coordinating and conducting sessions with all CROs to ensure that proper feedback and inputs are given
  • Evaluating team(s) performance on Daily/Weekly/Monthly basis
  • To improve team working and facilitate the communication in the team members.
  • To ensure that highest level of quality customer care is delivered and all problem incidences are reported and highlighted.
  • To have adequate product knowledge for transmission to team in order to achieve maximum customer satisfaction.
  • To be able to create a professional environment in the contact center.
  • Ensure compliance with all company / client policies, procedures and practices.
  • Dependable.
  • Positive Attitude, goal oriented and team player.
  • Other tasks as assigned.
Job Specification

Must have good communication skills.
Must have at least 1 to 2 year experience in call center industry as a Team Lead.
Able to handle the team.
Punctual and hardworking.
Long term commitment..
Good hands on Microsoft Office.

Information Technology and Services - Lahore, Pakistan

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