Contact Centre Team Lead

5 days ago

Lahore, Punjab, Pakistan beBeeContactCentre Full time 800,000 - 1,200,000

Job Title: Contact Centre Team Lead

About the Role:

We are seeking a highly experienced Contact Centre Team Lead to join our dynamic team. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our contact centre.

You will lead and motivate a team of customer service representatives, providing guidance and support to ensure exceptional customer service delivery.

Key Responsibilities:
  1. Leadership and Supervision: Provide direction, coaching, and development opportunities to your team members to enhance their performance and skills.
  2. Performance Management: Monitor and analyse team performance metrics, identifying areas for improvement and implementing strategies to address them.
  3. Quality Assurance: Ensure that all interactions with customers meet the highest standards of quality, courtesy, and professionalism.
  4. Calls Handling: Manage call flows, resolving customer complaints and issues in a timely and effective manner.
  5. Team Engagement: Foster a positive and inclusive team culture, promoting collaboration, open communication, and employee engagement.
  6. Scheduling and Planning: Plan and coordinate staff schedules, ensuring adequate coverage and resource allocation.
Requirements:

To be successful in this role, you will need:

  • Strong Leadership Skills: Proven ability to lead, motivate, and develop high-performing teams.
  • Excellent Communication Skills: Effective verbal and written communication skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Customer Focus: A customer-centric approach, with a passion for delivering exceptional service and exceeding customer expectations.
  • Results-Oriented: A proven track record of achieving targets, improving performance, and driving business results.
  • Collaborative Mindset: Ability to work effectively with cross-functional teams, sharing knowledge, expertise, and best practices.
Preferred Qualifications:

A degree in Business Administration, Marketing, or a related field would be an asset. Additionally, previous experience as a Contact Centre Team Leader or similar role would be beneficial.

Please submit your application, including your resume and cover letter, to demonstrate your qualifications and enthusiasm for this exciting opportunity.

What We Offer:

We offer a competitive salary package, comprehensive benefits, and opportunities for professional growth and development. Our organisation is committed to creating a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please apply today

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