Team Lead

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Service Delivery Manager Job Description

We are seeking an experienced Service Delivery Manager to lead and manage a team of customer service representatives. The successful candidate will be responsible for overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Main Responsibilities:

  1. Team Management:
    Develop and implement strategies to improve team performance and productivity.
    Coach and mentor team members to enhance their skills and abilities.
    Communicate effectively with team members and stakeholders to ensure smooth operations.
  2. Operational Efficiency:
    Identify areas for process improvements and implement changes to increase efficiency and effectiveness.
    Analyze performance metrics to determine areas for improvement and develop plans to address them.
    Work collaboratively with other departments to achieve common goals.
  3. Employee Engagement:
    Develop and implement initiatives to enhance employee engagement and retention.
    Provide regular feedback and coaching to team members to help them grow professionally and personally.
    Foster a positive and inclusive work environment that promotes teamwork and collaboration.
  4. Quality and Standards:
    Develop and maintain quality standards and procedures to ensure consistent service delivery.
    Conduct regular quality audits to identify areas for improvement and implement corrective actions.
    Work collaboratively with other departments to ensure compliance with regulatory requirements.
  5. Communication and Collaboration:
    Serve as a liaison between the team and upper management to convey important updates and concerns.
    Foster open communication within the team to encourage collaboration and idea sharing.
    Handle customer escalations professionally and with a focus on issue resolution.

Requirements:

The ideal candidate should possess the following qualifications:

  1. Bachelor's degree in Business, Communication, or a related field.
  2. Proven experience in a contact center environment, with at least 1.5 years in a leadership role.
  3. Strong leadership, coaching, and interpersonal skills.
  4. Excellent communication skills, both written and verbal.
  5. Ability to analyze data and make data-driven decisions.
  6. Knowledge of contact center technologies and customer relationship management (CRM) systems.
  7. Strong problem-solving skills and the ability to handle high-pressure situations.

Our Benefits:

  1. Competitive salary
  2. Health and wellness programs
  3. Professional development opportunities
  4. Team-building events

Additional Perks:

  • Health Insurance
  • Incentive Bonus
  • Leaves
  • Provident Fund

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