Call Center Team Lead

12 hours ago


Lahore, Punjab, Pakistan Smart Placement (Pvt) Ltd Full time

Job Description:

We are seeking a Call Center Team Lead to join our team at Smart Placement (Pvt) Ltd. The successful candidate will lead a team of customer support specialists, providing guidance and support to ensure excellent service delivery.

Responsibilities:
  • Team Leadership: Provide leadership and guidance to a team of customer support specialists, ensuring they have the tools and resources needed to perform their jobs effectively.
  • Customer Service: Respond to customer inquiries in a professional and friendly manner, ensuring that their needs are met and issues are resolved promptly.
  • Data Management: Accurately record customer information and interactions in our CRM system, maintaining accurate and up-to-date records.
  • Issue Resolution: Identify customer needs and provide appropriate solutions, troubleshooting issues as necessary.
  • Performance Metrics: Meet or exceed performance metrics such as call handling time, customer satisfaction scores, and resolution rates.

Requirements:

To succeed in this role, you will need:

  • Leadership Experience: Previous experience in a leadership role is required.
  • Communication Skills: Excellent verbal and written communication skills; ability to engage effectively with customers and team members.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to handle challenging situations calmly.
  • Technical Skills: Familiarity with CRM software and basic computer applications (Microsoft Office).
  • Flexibility: Willingness to work flexible hours, including evenings and weekends, as needed.
  • Education: High school diploma or equivalent; additional education or certifications in customer service is a plus.


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