Customer Service Leadership Role

3 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Job Overview

We are seeking an experienced Customer Service Supervisor to lead our team of customer service representatives and ensure the delivery of exceptional customer service to clients in the USA, UK, and Western markets.

Main 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.
Requirements
  • Bachelor's degree in business, communication, or a related field preferred.
  • Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
  • Strong fluency in English.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with a focus on performance metrics.
  • Experience with call center software and technology.
  • Client-focused and committed to delivering exceptional service.
  • Flexibility to work in shifts as required.
Benefits
  • Competitive salary and performance-based bonuses.
  • Opportunities for career advancement.
  • A supportive and collaborative work culture.


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