Team Lead Customer Service Representatives

5 days ago

Islamabad, Islamabad, Pakistan HivNox Full time
Job Description

We are seeking a highly motivated and results-oriented Team Lead to manage a group of Customer Service Representatives (CSRs) engaged in outbound and inbound telecommunications sales campaigns. As a Team Lead, you will be responsible for overseeing the day-to-day operations of the team, ensuring they meet or exceed performance targets, and providing ongoing support, coaching, and motivation to drive success.

The Team Lead will work closely with the Campaign Manager to ensure smooth operations, while also ensuring team members maintain high customer satisfaction levels and deliver exceptional sales results. If you have a strong background in telecommunications, sales, and team management, this role offers an exciting opportunity to develop and grow in a fast-paced environment.

Job Type

Full-time

Job Requirements
  • Team Supervision & Leadership: Manage, motivate, and supervise a team of CSRs working on outbound and inbound calls for telecommunications campaigns targeting American customers.
  • Performance Monitoring: Monitor individual and team performance to ensure targets are met. Track key performance indicators (KPIs) such as call volume, conversion rates, and sales targets, and provide real-time feedback to improve performance.
  • Coaching & Development: Provide regular coaching sessions to help team members improve their sales techniques, customer service skills, and product knowledge. Lead training sessions as needed to ensure the team is up-to-date with the latest campaign strategies.
  • Sales Support: Assist CSRs with difficult calls, handle escalated customer concerns, and ensure that all team members are following the company's sales and service protocols.
  • Campaign Execution: Assist the Campaign Manager in the execution and optimization of sales campaigns, ensuring team members are aligned with campaign objectives and targets.
  • Quality Assurance: Ensure that CSRs adhere to quality standards, comply with scripts, and maintain a high level of professionalism when interacting with customers.
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