Customer Service Team Lead

5 days ago


Saddar Town, Pakistan Sybrid (Pvt) Ltd - A Lakson Group Company Full time

Sybrid (Pvt) Ltd's customer service team operates a call centre that delivers exceptional service experiences to our clients.

Role Summary

This leadership position involves managing daily call centre operations and leading a team of skilled professionals.

Main Responsibilities
  • The team lead will establish performance benchmarks and evaluate staff performance regularly to ensure optimal centre performance.
  • Strong interpersonal and communication skills are required to communicate effectively with supervisors, team leaders, staff, and external parties.
  • A confident leader with a strong understanding of human resources functions is essential for motivating and retaining staff.
  • We participate in professional networks and attend relevant seminars to stay up-to-date on industry developments.
  • The team lead will monitor random calls to enhance quality, minimize errors, and track staff performance.
  • We coordinate recruitment efforts to ensure a smooth hiring process.
  • The role requires regular evaluation of staff performance, identifying training needs, and planning training sessions.
  • Compiling statistics, user rates, and centre performance metrics, as well as preparing reports, helps us identify areas for improvement.
  • The team lead addresses complex customer complaints or inquiries efficiently.
  • Organizing staffing, including shift schedules and staff levels to meet demand, ensures optimal centre performance.
  • Cultivating a positive work environment by coaching, motivating, and retaining staff enhances productivity.
  • Regular analysis of data enables us to improve performance and explore new equipment solutions.

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