Call Center Team Management Professional

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Overview:

This is an exciting opportunity to join our team as a Call Center Team Lead, overseeing daily call center operations and ensuring the team meets performance targets. The successful candidate will have strong leadership skills, excellent communication and interpersonal skills, and the ability to make informed decisions in a fast-paced environment.

Main Responsibilities:

  1. Leadership and Supervision:
    Serve as a role model, leading by example and demonstrating a commitment to delivering exceptional customer service. Supervise and motivate a team of call center representatives, providing guidance and support to ensure they meet performance targets.
  2. Performance Metrics and Quality Assurance:
    Develop and implement quality assurance processes to ensure consistent and high-quality service delivery. Track individual and team performance metrics, such as call quality, response time, and customer satisfaction.
  3. Training and Development:
    Design and deliver training programs to equip team members with the skills and knowledge needed to excel in their roles. Keep the team updated on product knowledge, policies, and procedures.
  4. Customer Engagement:
    Act as a liaison between the team and customers, handling escalated customer inquiries or complaints and ensuring timely resolution. Work closely with the team to enhance the overall customer experience.
  5. Analysis and Reporting:
    Generate and analyze reports to assess team performance and identify areas for improvement. Make data-driven decisions to optimize processes and achieve performance targets.

Requirements:

  1. Bachelor's degree in Business, Communications, or a related field (preferred).
  2. Proven experience in a call center environment, with a minimum of [X years] in a leadership or supervisory role.
  3. Strong leadership and supervision skills.
  4. Excellent problem-solving and decision-making abilities.
  5. Proficiency in call center software and tools.
  6. Ability to work in a fast-paced environment and handle stressful situations.
  7. Knowledge of customer service best practices and industry trends.

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