Frontline Support Team Leader

1 day ago


Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
Job Title: Frontline Support Team Leader

We are seeking a highly skilled and experienced Frontline Support Team Leader to join our team at Excel Solutions (Pvt.) Ltd.

Key Responsibilities:
  • Lead a team of frontline support agents, providing coaching and guidance to ensure they meet performance targets.
  • Monitor and report on key performance indicators (KPIs) such as first call resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).
  • Collaborate with other departments to resolve customer complaints and issues.
  • Collaborate with the management team to develop and implement strategies to improve frontline support performance and efficiency.
Requirements:
  • Minimum 3 years of experience in a frontline support leadership role.
  • Proven track record of improving customer satisfaction and reducing escalations.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.


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