Call Center Team Lead

21 hours ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

The Call Center Floor Manager plays a pivotal role in the day-to-day operations of the call center, overseeing the performance of the team and ensuring that service goals are consistently met.

Key Responsibilities
  1. Forecast volumes of calls and manpower requirements to ensure seamless coverage during peak hours.
  2. Make informed decisions regarding staffing levels based on anticipated events, sales promotions, and PBX data to optimize productivity.
  3. Monitor the performance of customer service representatives, providing constructive feedback to improve technical accuracy and adherence to company policies.
  4. Resolve customer complaints efficiently, addressing concerns through effective communication and recommending corrective services as needed.
  5. Maintain recorded announcement menus, adapting them to accommodate time-sensitive information and seasonal variations.
  6. Develop and implement procedures to enhance efficiency, standardizing workflows and promoting harmony among team members.
Leadership and Supervision

As a senior manager, you will oversee the work of subordinates, taking charge of overall direction, coordination, planning, assigning, and directing tasks to achieve team objectives.

Job Specifications

Essential Skills
Able to communicate effectively, demonstrating strong interpersonal skills and the ability to read, analyze, and interpret complex business materials.
Proficient in writing reports, business correspondence, and procedure manuals, with excellent presentation and public speaking skills.
Mathematical Abilities
Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists, interpreting instructions from various sources.

This is an exciting opportunity for a skilled professional to join our dynamic team and contribute to delivering exceptional customer experiences.

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