Customer Service Team Manager

5 days ago


Lahore, Punjab, Pakistan Abacus Outsourcing Full time
Role Overview

The Team Lead will oversee daily operations, monitor performance metrics, and foster a positive and collaborative team environment.

Responsibilities Include:
  1. Team Performance:
    Lead and manage a team of customer service representatives to achieve exceptional service delivery.
  2. Process Improvement:
    Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.
  3. Training and Development:
    Coordinate and deliver training programs for new and existing team members.
  4. Quality Assurance:
    Implement and maintain quality assurance processes to ensure consistency in service delivery.
  5. Communication:
    Serve as a liaison between the team and upper management, conveying important updates and concerns.
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.


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