Customer Service Team Lead

6 days ago


Lahore, Punjab, Pakistan Abacus Outsourcing Full time

About Abacus Outsourcing

Abacus Outsourcing delivers tailored customer service solutions to meet the unique needs of our clients.

Job Summary

We are seeking a highly skilled Customer Service Team Lead to oversee the day-to-day operations of our contact center, driving exceptional customer experiences and high-performance teams.

Main Responsibilities

  1. Team Leadership:

    Lead and manage a team of customer service representatives to ensure they have the necessary skills and knowledge to deliver exceptional service experiences.

    Develop and implement strategies to drive team performance, ensuring exceptional customer experiences and exceeding service level agreements (SLAs) and key performance indicators (KPIs).

    Mentor and coach team members to enhance their skills and knowledge.

  2. Operational Efficiency:

    Optimize team performance by monitoring and analyzing key metrics, such as service level agreements (SLAs) and key performance indicators (KPIs).

    Identify areas for improvement and implement corrective actions to ensure seamless service delivery.

    Collaborate with other departments to address escalated customer issues and resolve them efficiently.

  3. Training and Development:

    Design and deliver comprehensive training programs to equip team members with the necessary skills and knowledge to excel in their roles.

    Stay up-to-date with industry trends and best practices, sharing knowledge with the team to enhance their expertise.

    Foster a culture of continuous learning and growth within the team.

  4. Quality Assurance:

    Establish and maintain quality assurance processes to guarantee consistent service delivery.

    Conduct regular quality assessments and provide constructive feedback to team members.

    Investigate customer complaints and work with the team to resolve issues promptly.

  5. Communication:

    Act as a liaison between the team and upper management, facilitating open communication and fostering collaboration.

    Encourage team members to share ideas and suggestions, promoting a positive and inclusive work environment.

    Resolving customer escalations professionally and efficiently.

Requirements

  • Bachelor's degree in Business, Communication, or a related field.
  • At least 2 years of experience in a contact center leadership role.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent communication and analytical skills.
  • Proficiency in contact center technologies and CRM systems.

What We Offer

  • Competitive salary and benefits package
  • Opportunities for career advancement and professional growth
  • Dynamic and collaborative work environment


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