Senior Team Manager

6 days ago


Lahore, Punjab, Pakistan beBeeCustomer Full time
Team Lead Role

We are seeking a highly skilled and experienced Team Lead to join our team. As a Team Lead, you will be responsible for implementing organizational policies within your respective team, collaborating with support departments to improve performance results, and facilitating teamwork and coordination through effective communication.

About the Job

This is an exciting opportunity for a motivated and organized individual who is passionate about leadership and team management. You will work closely with our management team to develop and implement strategies to improve team performance and customer satisfaction.

  • Main Responsibilities:
  • Implement organizational policies within the team.
  • Collaborate with support departments to improve performance results.
  • Facilitate teamwork and coordination through effective communication.
  • Handle escalation calls when necessary and promote exceptional customer service by providing direct resolution.
  • Maintain professionalism in the contact center environment.
  • Ensure delivery of high-quality customer care based on predefined benchmarks.
  • Monitor attendance and ensure adherence to floor ethics such as dress code, mobile usage, and cleanliness.
  • Report issues with workstations, equipment, and suggest improvements to management.
  • Address employee concerns and resolve conflicts effectively.
  • Motivate employees to meet targets through recognition, guidance, and incentives.
  • Create a sense of ownership among team members.
  • Communicate performance expectations clearly and provide coaching and feedback regularly.
  • Verify the accuracy of agent performance metrics and reports.
  • Identify systemic problems and propose solutions for improvements.
  • Monitor calls (live/recorded) to ensure quality standards are met.
  • Manage client relationships, accounts, and support teams effectively.
Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

  • Proficient in English communication.
  • Strong team management skills.
  • Extensive experience in a call center environment.
  • Knowledge of call center operations.
  • Excellent presentation and analytical skills.
  • Proficiency in basic Excel.
  • Ability to improve CSAT and quality scores.
  • Positive attitude and approach.
  • Ability to handle pressure.
  • Willingness to work rotational shifts.
Benefits

This is a challenging and rewarding role that offers a range of benefits, including:

  • Ongoing training and development opportunities.
  • A competitive salary and bonus scheme.
  • A comprehensive benefits package.
  • The opportunity to work with a dynamic and forward-thinking organization.

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