Senior Call Center Operations Manager

5 days ago

Islamabad, Islamabad, Pakistan beBeeOperational Full time
Call Center Team Lead Job Description

The primary goal of this position is to lead, motivate and supervise a team of call center representatives. This role requires effective communication skills, problem-solving abilities, empathy and emotional intelligence.

  1. Leadership Skills: The successful candidate will be responsible for leading the team, setting goals and objectives, and monitoring performance metrics such as quality, response time, and customer satisfaction.
  2. Training and Development: This individual will be in charge of identifying areas for improvement and providing constructive feedback and training to team members.
  3. Quality Assurance: They will implement and enforce quality assurance processes to ensure consistent and high-quality service delivery.
  4. Customer Service: The Call Center Team Lead will handle escalated customer inquiries or complaints and ensure timely resolution.
  5. Reporting and Analysis: They will generate and analyze reports to assess team performance and identify areas for improvement.
Qualifications and Requirements
  • Bachelor's degree in Business, Communications, or a related field (preferred).
  • Proven experience in a call center environment with a minimum of [X years] in a leadership or supervisory role.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and decision-making abilities.
  • Proficiency in call center software and tools.
  • Ability to work in a fast-paced environment and handle stressful situations.
Job Specifications
  • Communication Skills: Effective communication is crucial for this role including clear verbal and written communication, as well as active listening skills.
  • Empathy and Emotional Intelligence: Understanding and empathizing with team challenges and guiding them in handling difficult customer interactions.
  • Problem-Solving and Decision-Making: The ability to quickly assess situations and make informed decisions.
  • Motivational Skills: Keeping the team motivated during busy or difficult periods.
  • Coaching and Training: Identifying areas for improvement and providing constructive feedback and training.

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