Team Lead

1 week ago

Islamabad, Islamabad, Pakistan Reactivespace Technologies Full time
Team Lead (Call Centre)
Reactivespace Technologies, Pakistan

As a Call Center Team Lead, you will be responsible for overseeing and coordinating the daily operations of the call center team. Your primary objective is to ensure the team meets performance targets, delivers exceptional customer service, and operates efficiently. You will play a key role in training and mentoring team members, monitoring their performance, and providing constructive feedback. Additionally, you will collaborate with other departments to enhance overall customer satisfaction and contribute to the continuous improvement of processes and procedures.

Key Responsibilities:

  1. Team Management:
    Lead, motivate, and supervise a team of call center representatives.
    Conduct regular team meetings to communicate updates, set goals, and address any concerns.
    Foster a positive and collaborative work environment.
  2. Performance Monitoring:
    Monitor individual and team performance metrics, such as call quality, response time, and customer satisfaction.
    Provide regular feedback and coaching to improve performance and address any performance issues.
  3. Training and Development:
    Coordinate and conduct training sessions for new and existing team members.
    Keep the team updated on product knowledge, policies, and procedures.
    Identify training needs and work with the training department to develop relevant programs.
  4. Quality Assurance:
    Implement and enforce quality assurance processes to ensure consistent and high-quality service delivery.
    Conduct regular audits of calls and provide constructive feedback to team members.
  5. Customer Service:
    Handle escalated customer inquiries or complaints and ensure timely resolution.
    Work closely with the team to enhance the overall customer experience.
  6. Reporting and Analysis:
    Generate and analyze reports to assess team performance and identify areas for improvement.
    Make data-driven decisions to optimize processes and achieve performance targets.
    Collaborate with other departments (e.g., IT, Marketing, Sales) to address cross-functional issues and improve overall customer satisfaction.
  7. Process Improvement:
    Identify opportunities for process improvement and efficiency gains.
    Implement changes to enhance the overall effectiveness of the call center operations.
  8. Adherence to Policies and Procedures:
    Ensure team members adhere to company policies, procedures, and compliance standards.

Qualifications and Skills:

  1. Bachelor's degree in Business, Communications, or a related field (preferred).
  2. Proven experience in a call center environment, with a minimum of [X years] in a leadership or supervisory role.
  3. Strong communication and interpersonal skills.
  4. Excellent problem-solving and decision-making abilities.
  5. Proficiency in call center software and tools.
  6. Ability to work in a fast-paced environment and handle stressful situations.
  7. Knowledge of customer service best practices and industry trends.

Job Type: Full-time

Salary: Rs60,000.00 - Rs80,000.00 per month

Location: Rawalpindi, Pakistan

Job Specification:

  1. Communication Skills:
    Effective communication is crucial, including clear verbal and written communication, as well as active listening skills.
  2. Empathy and Emotional Intelligence:
    Understanding and empathizing with team challenges and guiding them in handling difficult customer interactions.
  3. Problem-Solving and Decision-Making:
    The ability to quickly assess situations and make informed decisions.
  4. Motivational Skills:
    Keeping the team motivated during busy or difficult periods.
  5. Coaching and Training:
    Identifying areas for improvement and providing constructive feedback and training.
  6. Time Management and Organizational Skills:
    Effective time management to ensure team meets targets.
  7. Technical Proficiency:
    Familiarity with technology used in call centers.
  8. Performance Monitoring and Analysis:
    The ability to track and analyze key performance indicators (KPIs).
  9. Adaptability and Resilience:
    Ability to adapt to changes in technology, processes, and customer needs.
  10. Patience and Perseverance:
    Maintaining service quality and team morale.
  11. Regulatory Compliance:
    Understanding and ensuring compliance with relevant laws and regulations.
  12. Team Building and Development:
    Building a cohesive and effective team.
  13. Customer Service Expertise:
    A deep understanding of customer service principles and practices.
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