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Call Center Operations Team Lead
2 hours ago
At Sybrid Lahore, we are seeking an experienced and motivated team lead/supervisor to join our dynamic call center team. The ideal candidate will have a proven track record of leadership in a call center environment, strong communication skills, and a focus on achieving targets and improving team performance.
Key Responsibilities:
- Team Management:
• Lead and manage a team of customer service representatives in a high-volume domestic call center.
• Provide guidance, support, and coaching to team members to ensure individual and team performance goals are met. - Performance Monitoring:
• Implement and monitor key performance indicators (KPIs) for the team, such as call quality, average handling time, and customer satisfaction.
• Conduct regular performance reviews and provide constructive feedback to team members. - Training and Development:
• Identify training needs within the team and coordinate with the training department to provide necessary training sessions.
• Foster a culture of continuous learning and improvement among team members. - Operational Efficiency:
• Ensure efficient operation of the call center by optimizing workflows and processes.
• Address and resolve operational issues promptly to minimize downtime and disruptions. - Quality Assurance:
• Implement and maintain quality assurance processes to ensure that calls meet company standards and customer expectations.
• Conduct regular call monitoring and provide feedback for improvement. - Communication:
• Facilitate effective communication between team members, management, and other departments.
• Address concerns and escalate issues as needed to ensure a positive and collaborative work environment. - Reporting:
• Generate and analyze reports related to team performance, identifying trends and areas for improvement.
• Provide regular updates to management on team achievements, challenges, and action plans. - Customer Service:
• Act as a point of escalation for complex customer issues and ensure timely resolution.
• Collaborate with other departments to enhance overall customer satisfaction.
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