Customer Experience Manager

11 hours ago

Islamabad, Islamabad, Pakistan beBeeLeadership Full time 6,000,000 - 8,000,000
Job Title

We are seeking a highly motivated and results-driven Team Lead to manage a group of Customer Service Representatives engaged in outbound and inbound telecommunications sales campaigns.

The ideal candidate will oversee the day-to-day operations of the team, ensuring they meet or exceed performance targets, and provide ongoing support, coaching, and motivation to drive success.

This role offers an exciting opportunity to develop and grow in a fast-paced environment, with a strong focus on customer satisfaction and exceptional sales results.

Main Responsibilities
  • Lead a team of Customer Service Representatives working on outbound and inbound calls for telecommunications campaigns targeting American customers.
  • 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.
  • 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.
  • Assist CSRs with difficult calls, handle escalated customer concerns, and ensure that all team members are following the company's sales and service protocols.
  • 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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