Customer Service Operations Manager

5 days ago

Gujar Khan, Punjab, Pakistan beBeeLeadership Full time 600,000 - 900,000
Job Overview

As a key player in our organization, we are seeking an experienced Call Center Team Leader to lead a team of customer service professionals and drive performance excellence in customer interactions.

This office-based role requires strong leadership skills and experience in call centers. The successful candidate will be responsible for leading and motivating a team of 8-15 agents to meet performance targets.

Key Responsibilities
  • The team leader will monitor agent performance on key metrics such as calls handled, resolution time, and customer satisfaction.
  • Regular coaching, feedback, and performance reviews will be conducted to enhance team capabilities.
  • Escalated customer complaints will be handled professionally and efficiently.
  • Reports on team performance will be submitted daily/weekly to management.
  • Agents will be ensured to adhere to scripts, call flow, and quality standards.
  • Shifts will be scheduled and absenteeism or performance gaps within the team will be managed.
  • Collaboration with quality assurance and training teams will be required to enhance overall team performance.
Requirements
  • A bachelor's degree or equivalent qualification is necessary.
  • At least three years of experience in a call center, with at least six months in a leadership role, is required.
  • Excellent communication and interpersonal skills in English and Urdu are essential.
  • Ability to manage performance under pressure and meet deadlines is crucial.
  • Familiarity with call center tools and reporting dashboards is necessary.
  • Strong leadership qualities, including motivational, organized, and empathetic traits, are expected.

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