Contact Centre Team Leader

1 week ago

Karachi, Sindh, Pakistan beBeeCustomerService Full time 720,000 - 1,080,000

Job Overview:

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  • We are seeking an experienced professional to oversee the daily operations of our contact centre, ensuring seamless communication with customers and clients.

Key Responsibilities:

  • Performance Monitoring:

    • Establishing and meeting performance targets for speed, efficiency, sales, and quality

  • Centre Management:

    • Overseeing the daily running of the call centre

  • Team Liaison:

    • Liaising with supervisors, team leaders, operatives, and third parties to gather information and resolve issues

  • Industry Expertise:

    • Maintaining up-to-date knowledge of industry developments and involvement in networks

  • Call Monitoring:

    • Monitoring random calls to improve quality, minimize errors, and track operative performance

  • Staff Management:

    • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
    • Reviewing the performance of staff, identifying training needs, and planning training sessions

  • Centre Performance:

    • Recording statistics, user rates, and the performance levels of the centre and preparing reports

  • Customer Service:

    • Handling the most complex customer complaints or enquiries

  • Staff Scheduling:

    • Organizing staffing, including shift patterns and the number of staff required to meet demand

  • Bonus Scheme:

    • Coordinating bonus, reward, and incentive schemes

  • Data Analysis:

    • Forecasting and analysing data against budget figures on a weekly and/or monthly basis

  • Process Improvement:

    • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g., new dialling products

Requirements:

  • Leadership Skills:

    • Strategic understanding of all HR functions

  • Communication Skills:

    • Confident individual with exceptional leadership skills

  • Interpersonal Skills:

    • Strong interpersonal and communication skills

  • Teamwork:

    • Excellent team player

  • Motivation:

    • Self-motivated and bright personality

  • Flexibility:

    • willing to work in shifts

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