Customer Service Director

5 hours ago

Lahore, Punjab, Pakistan beBeeCustomer Full time $60,000 - $80,000

Job Title: Team Lead

About the Role:

In this dynamic role, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This position involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Key Responsibilities:

  1. Team Management:
  • Lead, coach, and mentor a team of customer service representatives.
  • Conduct regular team meetings to communicate goals, updates, and best practices.
  • Provide ongoing feedback, performance evaluations, and support professional development.
Operational Excellence:
  • Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).
  • Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.
  • Collaborate with other departments to address escalated customer issues and resolve them promptly.
Training and Development:
  • Coordinate and deliver training programs for new and existing team members.
  • Keep the team informed about product updates, service protocols, and industry best practices.
  • Foster a culture of continuous learning and skill development within the team.
Quality Assurance:
  • Implement and maintain quality assurance processes to ensure consistency in service delivery.
  • Conduct regular quality assessments and provide constructive feedback to team members.
  • Identify trends in customer inquiries and work with the team to address root causes.
Communication:
  • Serve as a liaison between the team and upper management, conveying important updates and concerns.
  • Foster open communication within the team, encouraging collaboration and idea sharing.
  • Handle customer escalations professionally and with a focus on issue resolution.

Requirements:

To succeed in this role, you should have the following qualifications:

  1. Bachelor's degree in Business, Communication, or a related field.
  2. Proven experience in a contact center environment, with at least 1.5 years in a leadership role.
  3. Strong leadership, coaching, and interpersonal skills.
  4. Excellent communication skills, both written and verbal.
  5. Ability to analyze data and make data-driven decisions.
  6. Knowledge of contact center technologies and customer relationship management (CRM) systems.
  7. Strong problem-solving skills and the ability to handle high-pressure situations.

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