Customer Service Manager

10 hours ago


Lahore, Punjab, Pakistan Abacus Outsourcing Full time
About the Job:

We are seeking an experienced Team Lead to join our Contact Center team at Abacus Outsourcing. The successful candidate will have a proven track record in leadership roles and possess excellent communication, coaching, and interpersonal skills. As a Team Lead, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery.

The ideal candidate will have a Bachelor's degree in Business, Communication, or a related field and at least 1.5 years of experience in a contact center environment. They will also have strong leadership, coaching, and interpersonal skills, as well as excellent communication skills, both written and verbal. Additionally, the candidate should have the ability to analyze data and make data-driven decisions, as well as knowledge of contact center technologies and customer relationship management (CRM) systems.

Responsibilities:

* Lead, coach, and mentor a team of customer service representatives
* Conduct regular team meetings to communicate goals, updates, and best practices
* Provide ongoing feedback, performance evaluations, and support professional development
* Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs)
* Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions
* Collaborate with other departments to address escalated customer issues and resolve them promptly
* Coordinate and deliver training programs for new and existing team members
* Keep the team informed about product updates, service protocols, and industry best practices
* Foster a culture of continuous learning and skill development within the team
* Implement and maintain quality assurance processes to ensure consistency in service delivery
* Conduct regular quality assessments and provide constructive feedback to team members
* Identify trends in customer inquiries and work with the team to address root causes
* Serve as a liaison between the team and upper management, conveying important updates and concerns
* Foster open communication within the team, encouraging collaboration and idea sharing
* Handle customer escalations professionally and with a focus on issue resolution

Benefits include competitive salary, health and wellness programs, professional development opportunities, and team-building events. If you are a motivated and results-driven individual looking for a challenging role in a dynamic company, please submit your application.

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