Customer Service Team Lead

5 days ago


Lahore, Punjab, Pakistan beBee Careers Full time

Job Summary

We are seeking a skilled Customer Service Team Lead to oversee daily operations and lead a team of customer service representatives in delivering exceptional service. The ideal candidate will have proven experience in a contact center environment, with a strong background in leadership, coaching, and interpersonal skills.

Key Responsibilities:

  • Team Leadership: Manage a team of customer service representatives, providing ongoing feedback, performance evaluations, and support for professional development.
  • Operational Excellence: Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs), monitoring and analyzing team performance to identify areas for improvement.
  • Training and Development: Coordinate and deliver training programs for new and existing team members, keeping them informed about product updates, service protocols, and industry best practices.
  • Quality Assurance: Implement and maintain quality assurance processes to ensure consistency in service delivery, conducting regular quality assessments and providing constructive feedback.
  • Communication: Serve as a liaison between the team and upper management, conveying important updates and concerns, and fostering open communication within the team.

Requirements

  • Bachelor's degree in Business, Communication, or a related field.
  • Proven experience in a contact center environment, with at least 1.5 years in a leadership role.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent communication skills, both written and verbal.
  • Ability to analyze data and make data-driven decisions.
  • Knowledge of contact center technologies and customer relationship management (CRM) systems.
  • Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits

  • Competitive salary
  • Health and wellness programs
  • Professional development opportunities
  • Team-building events


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