Lead Call Center Operations Specialist

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Summary:

We are seeking a skilled Call Center Team Lead to oversee and coordinate daily call center operations. As a key member of our team, you will be responsible for ensuring the team meets performance targets, delivers exceptional customer service, and operates efficiently.

Main Responsibilities:

  1. Team Management:
    Supervise and motivate a team of call center representatives, conducting regular meetings to communicate updates, set goals, and address any concerns. Foster a positive and collaborative work environment.
  2. Performance Monitoring:
    Track 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 issues.
  3. Training and Development:
    Coordinate and conduct training sessions for new and existing team members, keeping them 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 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 call center operations.
  8. Adherence to Policies and Procedures:
    Ensure team members adhere to company policies, procedures, and compliance standards.

Requirements:

  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.

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