Contact Centre Team Leader

2 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Operations Management

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The successful candidate will be responsible for overseeing the daily operations of a call centre, ensuring seamless service delivery and driving business growth.

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Key Responsibilities:

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  1. ">
  2. Manage the daily running of the call centre, including resource planning, call centre strategies, and operations.">
  3. Undertake needs assessments, performance reviews, and cost-benefit analyses to identify areas for improvement and optimize resource allocation.">
  4. Set and meet performance targets for speed, efficiency, sales, and quality.">
  5. Maintain accurate records of communications and data, ensuring compliance with industry regulations and company policies.">
  6. Advise clients on products and services available, ensuring alignment with their needs and preferences.">
  7. Liaise with supervisors, team leaders, operatives, and third parties to gather information, resolve issues, and foster strong relationships.">
  8. Stay up-to-date with industry developments, participate in networks, and apply knowledge to drive business success.">
  9. Monitor random calls to evaluate quality, minimize errors, and track operative performance, providing actionable insights for improvement.">
  10. Coordinate staff recruitment, develop job adverts, and collaborate with HR staff to ensure efficient hiring processes.">
  11. Review staff performance, identify training needs, and plan training sessions to enhance skills and productivity.">
  12. Record statistics, user rates, and performance levels, preparing reports to inform business decisions.">
  13. Handle complex customer complaints or enquiries, resolving issues efficiently and effectively.">
  14. Organize shift patterns and staff numbers to meet demand, ensuring seamless service delivery.">
  15. Coach, motivate, and retain staff, fostering a positive work environment and driving employee engagement.">
  16. Coordinate bonus, reward, and incentive schemes to recognize outstanding performance and encourage excellence.">
  17. Forecast and analyse data against budget figures, providing valuable insights for informed decision-making.">
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Requirements:

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  • ">
  • Experience:">
  • A minimum of 3 years' experience in a call centre environment.">
  • At least 2 years' experience in a leadership role, such as Team Lead, Supervisor, or Manager.">
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Job Specifications:

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  • ">
  • Skills:">
  • Excellent IT skills.">
  • Proficiency in call centre software and dialler systems.">
  • A proven ability to manage teams and drive results.">
  • Strong communication and interpersonal skills.">
  • An analytical mindset with expertise in call centre metrics and reporting.">
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Benefits:

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Incentive Bonus, Leaves, Transport

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