Customer Service Leader

1 week ago


Lahore, Punjab, Pakistan beBee Careers Full time
Call Center Supervisor Role

Bachelor's degree and excellent English communication skills are required for this position.

Prior experience as a Call Center Supervisor is essential, ideally with at least 1-2 years of experience. More experienced candidates will be preferred.

This role involves managing call center operations and ensuring exceptional customer service to clients in the USA, UK, and Western markets. As a Call Center Supervisor/Manager, you will lead a team of dedicated customer service representatives, drive performance improvements, and contribute to delivering outstanding client experiences.

Key Responsibilities:
  1. Team Leadership: Lead, motivate, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
  2. Performance Monitoring: Monitor and assess team performance, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).
  3. Quality Assurance: Implement and maintain quality assurance processes to ensure consistently high-quality interactions with customers.
  4. Training and Development: Identify training needs, provide coaching and guidance to team members, and facilitate continuous skill development.
  5. Operational Efficiency: Optimize call center operations to meet and exceed client expectations while managing resource allocation effectively.
  6. Client Engagement: Build and maintain strong relationships with clients, understanding their unique requirements and proactively addressing concerns.
  7. Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement.
  8. Compliance: Ensure that the call center operates in compliance with industry regulations and company policies.


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