Senior Lead Customer Service Manager

1 week ago


Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time
Job Title: Senior Lead Customer Service

We are seeking a highly skilled and experienced Senior Lead Customer Service professional to join our team at HR POD - Hiring Talent Globally. As a key member of our customer service leadership team, you will be responsible for developing and implementing customer service strategies that align with our company objectives.

Key Responsibilities:
  • Develop and Implement Customer Service Strategies: Collaborate with cross-functional teams to design and implement customer service strategies that meet our business objectives.
  • Lead and Mentor the Customer Service Team: Provide guidance, coaching, and development opportunities to ensure the customer service team is equipped to deliver exceptional customer experiences.
  • Recruit, Train, and Develop Talent: Attract, select, and develop high-performing customer service professionals who embody our company values.
  • Conduct Performance Evaluations and Coaching: Regularly assess and provide feedback to customer service team members to ensure they are meeting performance expectations.
  • Foster a Customer-Focused Culture: Encourage a culture of customer obsession, collaboration, and continuous improvement within the customer service team.
  • Oversee Customer Inquiries, Complaints, and Feedback: Ensure timely and effective resolution of customer issues, leveraging data and insights to inform decision-making.
  • Implement Process Improvements: Analyze customer interactions and feedback to identify areas for process improvement, and develop and implement solutions to enhance the customer experience.
  • Manage Customer Service Operations: Oversee the day-to-day operations of the customer service team, including call centers, chat support, and outbound teams.
  • Establish and Maintain Service-Level Agreements: Collaborate with internal stakeholders to establish and maintain service-level agreements that meet our business objectives.
  • Collaborate with Cross-Functional Teams: Work closely with sales, product, and marketing teams to ensure a seamless customer experience across all touchpoints.
  • Act as the Voice of the Customer: Provide insights and recommendations to leadership on service or product improvements based on customer feedback and data analysis.
  • Monitor and Report on Customer Service Metrics: Track and analyze customer service metrics to inform decision-making and drive continuous improvement.

Requirements:

  • Bachelor's or Master's degree in Business Administration, Customer Service, or related fields.
  • Minimum 8-10 years of experience in customer service, with at least 5 years in a leadership role.
  • Proven track record of managing and improving customer service operations.
  • Strong leadership and communication skills, excellent problem-solving abilities, and experience with customer service software/tools.
  • Exceptional leadership and team management skills.
  • Strong analytical and decision-making abilities.
  • Excellent communication and interpersonal skills.
  • Ability to handle pressure and resolve conflicts effectively.
  • Strategic mindset with the ability to align customer service efforts with business goals.
  • A customer-first mindset with the ability to advocate for both the customer and the business.
  • Strong knowledge of customer service best practices and emerging trends.


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job DescriptionWe are seeking a highly skilled Senior Lead Customer Service professional to join our team at HR POD - Hiring Talent Globally. The ideal candidate will have a strong background in customer service, leadership, and operations management.Key Responsibilities:Develop and implement customer service strategies that align with the company's...


  • Lahore, Punjab, Pakistan Taraki Full time

    About the Role:We are seeking a highly skilled Bubble Team Lead to join our team at Taraki. As a key member of our development team, you will be responsible for leading the development of Bubble.io projects, managing junior developers, and integrating custom code solutions to make web and mobile apps more powerful.Key Responsibilities:Lead and manage a team...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    **Key Responsibilities:**Provide exceptional customer service to students, faculty, and visitors, ensuring a welcoming and approachable environment.Manage phone calls and direct inquiries to relevant departments, utilizing effective communication skills.Maintain a well-organized and inviting front desk area, adhering to college standards.Offer information...


  • Lahore, Punjab, Pakistan Professional Employers (Pvt.) Ltd. Full time

    We are seeking a highly skilled Senior Software Development Lead to join our team at Professional Employers (Pvt.) Ltd.Key Responsibilities:Lead the development of backend systems using Node.js and related technologies.Collaborate with front-end developers to create scalable and efficient APIs.Design and implement database solutions using SQL and NoSQL...


  • Lahore, Punjab, Pakistan Taraki Full time

    About the RoleWe are seeking a highly skilled and experienced Bubble Team Lead to join our team at Taraki. As a key member of our development team, you will be responsible for leading the development of Bubble.io projects, managing junior developers, and integrating custom code solutions to make web and mobile apps more powerful.Key ResponsibilitiesLead and...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job DescriptionAt HR POD - Hiring Talent Globally, we are seeking a highly skilled Senior Information Security Manager to join our team. The ideal candidate will have a strong background in information security and a proven track record of developing and implementing effective security strategies.Key ResponsibilitiesLeadership and Strategy Development:...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job DescriptionAs a Senior Engineering Operations Manager, you will be responsible for leading a collaborative and Agile software development approach, emphasizing velocity, quality, and scalability. You will work closely with Engineering Managers to align with the product roadmap, execute planned work/projects, and identify key development metrics.You will...


  • Lahore, Punjab, Pakistan Sagan Full time

    Job Title: Senior AccountantLocation: Remote (Ability to work within specified time zones as needed)Work Schedule: Flexible based on executive needs, typically Monday to Friday.Company Overview:Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap...


  • Lahore, Punjab, Pakistan Professional Employers (Pvt.) Ltd. Full time

    As a key member of our team at Professional Employers (Pvt.) Ltd., you will be responsible for developing and implementing the company's fintech strategy to drive business growth and stay ahead of industry trends. Your expertise in fintech will enable you to identify opportunities for automation, process improvements, and enhanced customer experience.Key...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job SummaryWe are seeking a highly skilled Learning and Development Lead to join our team at HR POD - Hiring Talent Globally. The successful candidate will be responsible for ensuring the implementation of the Development Need Analysis Framework, coordinating the delivery of training programs, and analyzing data related to learning outcomes.Key...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job DescriptionAs a Senior Engineering Manager at HR POD - Hiring Talent Globally, you will be responsible for leading and managing distributed engineering teams across various time zones. Your primary focus will be on overseeing recruitment, training, and performance management.Key Responsibilities:Develop and implement strategic plans for the engineering...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    As a key member of the HR POD - Hiring Talent Globally team, the Senior Office Manager will oversee the day-to-day operations of the office, ensuring a smooth and efficient work environment. Key responsibilities include managing payroll, coordinating benefits, and maintaining office supplies and equipment.The ideal candidate will have a Bachelor's degree in...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Key Responsibilities:Design and implement scalable backend systems using cloud infrastructure.Develop and maintain high-performance APIs and database schemas.Collaborate with cross-functional teams to integrate frontend technologies and optimize database performance.Implement data migration, transformation, and scripting using version control tools like...

  • HR Service Manager

    1 week ago


    Lahore, Punjab, Pakistan Professional Employers (Pvt.) Ltd. Full time

    Job Title: HR Service ExecutiveJob Summary:We are seeking a highly skilled HR Service Executive to join our team at Professional Employers (Pvt.) Ltd. The successful candidate will be responsible for providing exceptional HR services and support to our employees.Key Responsibilities:Recruitment and Onboarding: Develop and implement effective recruitment...


  • Lahore, Punjab, Pakistan XAD Technologies Full time

    Job Summary:XAD Technologies is seeking a highly skilled Senior Railway Signalling Engineer to join our team. As a key member of our signalling design team, you will be responsible for planning, preparing, and reviewing basic design documents, including signalling layouts, control tables, and OBC drawings.Key Responsibilities:Plan, prepare, and review basic...


  • Lahore, Punjab, Pakistan XAD Technologies Full time

    Job Summary:XAD Technologies is seeking a highly skilled Senior Commissioning Specialist to join our team. As a key member of our commissioning team, you will be responsible for planning, preparing, and updating installation, test, and commissioning documents and reports.Key Responsibilities:Plan, prepare, and update installation, test, and commissioning...


  • Lahore, Punjab, Pakistan MILELE MOTORS FZE Full time

    Job PurposeMILELE MOTORS FZE seeks a skilled Senior Web Developer to design, develop, and maintain scalable web applications and custom ERP solutions. The ideal candidate will have expertise in PHP and Laravel, with a strong focus on creating efficient database interactions, dynamic user interfaces, and RESTful APIs.Duties and ResponsibilitiesDevelop...


  • Lahore, Punjab, Pakistan Professional Employers (Pvt.) Ltd. Full time

    We are seeking a highly skilled Senior Software Engineer to lead our People Tech team in delivering cutting-edge solutions.Key Responsibilities:Design and develop complex front-end applications using Angular and related technologies.Collaborate with the team to create high-quality, reusable code and libraries.Optimize application performance and...


  • Lahore, Punjab, Pakistan HR POD - Hiring Talent Globally Full time

    Job SummaryWe are seeking a highly skilled Senior Business Central Consultant to join our team at HR POD - Hiring Talent Globally. As a key member of our implementation team, you will be responsible for analyzing business requirements and translating them into functional specifications for Microsoft Dynamics 365 Business Central.Key ResponsibilitiesAnalyze...


  • Lahore, Punjab, Pakistan SIGL:IO Full time

    We are a leading SaaS platform that automates Facebook advertising.We are seeking a senior PHP/Laravel developer to join our team in a full-time, long-term position and contribute to our growth.Minimum of five years of experience working with PHP and Laravel is required;Ability to quickly adapt to an existing code base and develop new features;Experience...