Customer Service Team Lead

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Customer Service Team Lead

This exciting opportunity involves leading a team of customer service representatives to provide exceptional service to our customers. The successful candidate will oversee daily operations, monitor performance, and identify areas for improvement.

Main Responsibilities:

  • Team Management: Manage, motivate, and guide a team of agents to achieve individual and team KPIs.
  • Performance Evaluation: Regularly evaluate and review agent performance, including call quality, sales targets, and customer satisfaction scores.
  • Training and Development: Provide ongoing coaching, feedback, and training to enhance team members' skills and ensure consistent performance improvements.
  • Escalation Resolution: Act as the first point of contact for escalated customer issues, resolving complaints efficiently and professionally.
  • Reporting: Generate and present regular performance reports highlighting key metrics, challenges, and achievements.
  • Process Optimization: Identify areas of operational inefficiency and work with the management team to implement solutions and optimize workflows.
  • Motivation and Engagement: Foster a positive and productive work environment by recognizing achievements, addressing issues proactively, and promoting team collaboration.
  • Scheduling and Workforce Planning: Assist in creating and managing work schedules to ensure adequate staffing levels to meet call volumes.
  • Compliance and Protocol: Ensure team members adhere to company policies, call center protocols, and industry standards.

Required Skills & Qualifications:

  • Education: A bachelor's degree in business, communications, or a related field.
  • Experience: A minimum of 5 years experience working in a call center environment, with at least 2 years in a supervisory or leadership role.
  • Leadership: Proven ability to lead, motivate, and manage a team of agents in a fast-paced environment.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to handle complex customer issues and effectively coach team members.
  • Problem-Solving: Strong critical thinking and problem-solving abilities, with experience handling escalated customer situations.
  • Performance Management: Experience in setting goals, tracking performance metrics, and providing feedback to improve agent productivity.
  • Tech Savvy: Proficiency in using call center software, CRM systems, and other customer service tools.
  • Multitasking: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
  • Adaptability: Flexible and able to thrive in a dynamic, constantly changing environment.
  • Customer Focus: Passion for delivering outstanding customer service and continuously improving the customer experience.

Benefits:

  • Competitive salary with performance-based bonuses.
  • Access to professional development and training opportunities.
  • Opportunities for career advancement and professional growth.
  • Recognition programs.

Work Environment:

  • You will be working in a fast-paced call center environment, requiring flexibility to work evenings, weekends, or holidays based on business needs.

  • Customer Service Team Lead

    1 week ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Customer Service Leadership OpportunityWe are looking for a skilled Customer Service Team Lead to lead our call center team to deliver exceptional customer experiences. The ideal candidate will have a strong background in customer service, leadership, and management.Responsibilities:Team Leadership: Supervise a team of call center representatives, fostering...

  • Customer Service Team Lead

    5 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job Title: Call Center Team LeaderWe are seeking a highly skilled and experienced Call Center Team Leader to join our team. The successful candidate will be responsible for overseeing the daily operations of a team of customer service representatives, ensuring that they meet performance targets, follow company protocols, and provide excellent customer...

  • Team Lead Customer Service Representatives

    5 days ago

    Islamabad, Islamabad, Pakistan HivNox Full time

    Job DescriptionWe are seeking a highly motivated and results-oriented Team Lead to manage a group of Customer Service Representatives (CSRs) engaged in outbound and inbound telecommunications sales campaigns. As a Team Lead, you will be responsible for overseeing the day-to-day operations of the team, ensuring they meet or exceed performance targets, and...

  • Team Lead

    4 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    This is an exciting opportunity to lead a team of customer service representatives and make a real difference in the way we support our customers. As a Customer Service Team Leader, you will be responsible for managing day-to-day operations, developing and implementing strategies to improve customer service performance, and leading a team of customer service...

  • Customer Service Team Leader

    5 days ago

    Islamabad, Islamabad, Pakistan R Plus Concept Design Full time

    University, High English Level, Chinese Understanding (optional)The Online Customer Service Team Leader is responsible for overseeing a team of customer service representatives to ensure efficient, high-quality support for customers through online channels. This role involves managing daily operations, coaching team members, monitoring performance, and...

  • After Sales Services Team Lead

    20 hours ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job OverviewThis role is responsible for leading the technical service team nationwide to deliver high-quality after sales services.Main ResponsibilitiesSupervise daily operations of the technical service team to ensure smooth and efficient service delivery.Ensure compliance with equipment and procedural standards, health and safety protocols, and company...

  • Customer Service Team Member

    4 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Sales Support AssociateWe are seeking a sales support associate to provide exceptional customer service and support to our clients. In this role, you will be responsible for managing customer inquiries, processing orders, and escalating issues when necessary.You will work closely with our sales team to ensure seamless customer experiences and provide...

  • Sales Team Lead

    4 hours ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job DescriptionWe are seeking a results-driven Team Lead to oversee a team of Customer Service Representatives engaged in outbound and inbound telecommunications sales campaigns.The successful candidate will be responsible for ensuring the team meets or exceeds performance targets, providing ongoing support, coaching, and motivation to drive success.Main...

  • Customer Service Team Supervisor

    4 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Senior Team Manager Job Summary:As a Senior Team Manager, you will be responsible for leading a team of advisors, driving performance improvement, and providing coaching and mentorship to enhance team members' skills.Main Responsibilities:Lead a team of advisors to achieve performance targets and deliver exceptional results.Develop and implement performance...

  • Team Lead

    3 weeks ago

    Islamabad, Islamabad, Pakistan Reactivespace Technologies Full time

    Team Lead (Call Centre) Reactivespace Technologies, Pakistan As a Call Center Team Lead, you will be responsible for overseeing and coordinating the daily operations of the call center team. Your primary objective is to ensure the team meets performance targets, delivers exceptional customer service, and operates efficiently. You will play a key role in...