Customer Service Team Lead

3 days ago


Quetta City Tehsil, Pakistan NADRA Technologies Ltd Full time

Job Summary:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at NADRA Technologies Ltd. As a key member of our contact center operations, you will be responsible for overseeing the performance of our customer service executives and ensuring that they provide exceptional service to our clients.

Key Responsibilities:

  • Supervise and coach call center executives to ensure they meet organizational standards
  • Monitor and analyze team performance metrics, such as call volume, resolution rate, and customer satisfaction
  • Create and manage schedules to ensure adequate staffing and minimize downtime
  • Conduct regular quality assurance checks to ensure executives are meeting organizational standards
  • Prepare and analyze reports to track team performance and identify areas for improvement
  • Coordinate with stakeholders to ensure effective communication and issue resolution

Requirements:

  • Minimum 2 years post-graduation experience working in call centers
  • Degree in Business Administration or related field from a recognized institution
  • Excellent oral communication skills in multiple languages, including English
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Strong leadership and coaching skills, with experience in supervising teams


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