Contact Center Leadership Position

1 day ago


Lahore, Punjab, Pakistan Abacus Outsourcing Full time

Abacus Outsourcing's Contact Center is looking for a seasoned Team Lead to drive business growth through effective team management. The ideal candidate will have a strong background in leadership, with experience in a contact center environment. Key responsibilities include: * Leading, coaching, and mentoring a team of customer service representatives * Conducting regular team meetings to communicate goals, updates, and best practices * Providing ongoing feedback, performance evaluations, and supporting professional development * Ensuring the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs) * Monitoring and analyzing team performance, identifying areas for improvement, and implementing corrective actions * Collaborating with other departments to address escalated customer issues and resolve them promptly * Coordinating and delivering training programs for new and existing team members * Keeping the team informed about product updates, service protocols, and industry best practices * Fostering a culture of continuous learning and skill development within the team * Implementing and maintaining quality assurance processes to ensure consistency in service delivery * Conducting regular quality assessments and providing constructive feedback to team members * Identifying trends in customer inquiries and working with the team to address root causes * Serving as a liaison between the team and upper management, conveying important updates and concerns * Fostering open communication within the team, encouraging collaboration and idea sharing * Handling customer escalations professionally and with a focus on issue resolution Benefits include competitive salary, health and wellness programs, professional development opportunities, and team-building events.



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