Contact Center Team Lead

1 day ago


Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
Job Title: Contact Center Team Lead

We are seeking a highly skilled and experienced Contact Center Team Lead to join our team at Excel Solutions (Pvt.) Ltd.

Key Responsibilities:
  • Maintain high levels of customer satisfaction by ensuring that all calls are handled efficiently and effectively.
  • Manage and lead a team of contact center agents, providing coaching and guidance to ensure they meet performance targets.
  • Monitor and report on key performance indicators (KPIs) such as first call resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).
  • Collaborate with the management team to develop and implement strategies to improve contact center performance and efficiency.
Requirements:
  • Minimum 3 years of experience in a contact center leadership role.
  • Proven track record of improving contact center performance and efficiency.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.


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