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Customer Service Leadership Role

2 weeks ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time

About the Job

This is an exciting opportunity to lead a team of customer service representatives and drive excellence in service delivery.

Key Responsibilities

  1. Leadership and Management
  • Lead and manage a team of customer service representatives.
  • Develop and implement strategies to improve team performance and productivity.
  • Coach and mentor team members to enhance their skills and knowledge.
Operational Improvement
  • Analyze and optimize team workflows to improve efficiency and productivity.
  • Collaborate with other departments to streamline processes and eliminate bottlenecks.
  • Develop and implement process improvements to enhance customer satisfaction.
Training and Development
  • Design and deliver training programs to enhance team skills and knowledge.
  • Stay up-to-date with industry trends and best practices to inform training and development initiatives.
  • Foster a culture of continuous learning and professional growth within the team.
Quality Assurance and Control
  • Develop and implement quality assurance processes to ensure consistency in service delivery.
  • Conduct regular quality assessments and provide constructive feedback to team members.
  • Identify trends in customer inquiries and work with the team to address root causes.
Effective Communication
  • Serve as a liaison between the team and upper management, conveying important updates and concerns.
  • Foster open communication within the team, encouraging collaboration and idea sharing.
  • Handle customer escalations professionally and with a focus on issue resolution.

Requirements

We are seeking candidates with:

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

Why Join Us?

We offer a dynamic and supportive work environment that fosters career growth and advancement.

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