Senior Team Coordinator

5 days ago

Karachi, Sindh, Pakistan beBeeDutyLeader Full time 1,000,000 - 1,500,000
Job Summary

A Duty Leader oversees a team of Call Center representatives to achieve sales goals, maximize revenue, and enhance customer satisfaction.

The primary objective is to drive the team's productivity and performance, ensuring they meet business targets while maintaining high standards of customer service.

This involves providing accurate information, resolving customer complaints, and developing action plans to achieve set objectives.

Main Responsibilities
  • Sales Performance: Define and set realistic sales targets for the team to achieve business goals and maximize profit by implementing efficiency strategies and offering guidance on best practices.
  • Work Schedules: Plan work schedules and duty rosters for the inbound team to meet business requirements, monitor adherence, attendance, leave, and overtime records.
  • Call Center Management: Supervise Call Center representatives; monitor daily performance to ensure smooth operations; manage customer inquiries and complaints from various channels.
  • Product Knowledge: Ensure accurate communication of product and service information; monitor sales performance and revenue achievement.
  • Team Support: Assist the Supervisor/Manager in daily operations by providing on-floor guidance, support, and monitoring.
Performance Development & Growth
  • Performance Evaluation: Manage performance assessment reports weekly to identify gaps and recommend improvements.
  • Development Plans: Collaborate with Supervisors/Managers to develop individual and team development plans, including coaching, mentoring, and training.
  • Customer Service Trends: Identify customer service trends; analyze complaints; recommend improvements to enhance customer experience and service quality.
Technical Operations
  • Contact Center Infrastructure: Ensure proper installation and maintenance of contact center facilities and systems in coordination with IT.
  • Maintenance Programs: Develop preventive maintenance programs and provide technical support.
  • Additional Tasks: Perform additional tasks as assigned by the Line Manager/Supervisor.
Requirements
  • Bachelor's degree in Management or equivalent qualification.
  • Proficiency in technology systems and Microsoft Office applications.
  • Fluent English language skills.
  • At least 4 years of relevant experience, preferably in aviation or low-cost airlines.
  • Familiarity with contact center systems and analytical skills.
  • Strong problem-solving, negotiation, and communication abilities.
  • Ability to work long hours under pressure.
  • Nationality: Pakistani. Location: Karachi.

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