Service Delivery Lead

2 weeks ago


Lahore, Punjab, Pakistan beBee Careers Full time

Call Center Team Lead Position

Core Responsibilities
  • Plan ahead to manage call volumes and assign resources accordingly.
  • Optimize the call distribution system for fair and efficient call allocation.
  • Evaluate team performance, produce reports, and make informed decisions.
  • Examine data to understand customer wait times, team behavior, and policy compliance.
  • Respond to customer concerns, provide solutions, and offer guidance.
  • Streamline processes, establish best practices, and enhance team performance.
  • Nurture a collaborative work environment and mediate conflicts when necessary.
  • Gather and analyze statistics on customer service interactions.
Supervisory Tasks

Guide team members by leading, planning, directing, and coordinating their work.

Required Qualifications
  • Education: An MBA, MPA, or M.A English or similar Master's degree.
  • Background: At least one year of experience as a Team Lead in an outbound call center.
  • Skills:
    • Linguistic Proficiency: Analyze and interpret various documents.
    • Writing Ability: Create comprehensive reports, letters, and procedural guides.
    • Public Speaking: Communicate complex ideas effectively to different audiences.
    • Mathematical Competence: Apply mathematical theories to real-world scenarios.
  • Cognitive Abilities: Think critically and manage complexity effectively.

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