Customer Service Team Manager

6 days ago

Lahore, Punjab, Pakistan beBeeService Full time

Job Title:

">Customer Service Team Manager">,

About the Role:

">

The Customer Service Team Manager will lead and manage a team of customer service representatives to deliver exceptional service. The role involves overseeing daily operations, monitoring performance metrics, and fostering a positive team environment.

">

Main Responsibilities:

">
  1. ">
  2. Team Leadership:">
  • ">
  • Lead, coach, and mentor a team of customer service representatives.">
  • Conduct regular team meetings to communicate goals, updates, and best practices.">
  • Provide ongoing feedback, performance evaluations, and support professional development.">
">Operational Excellence:">
  • ">
  • Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).">
  • Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.">
  • Collaborate with other departments to address escalated customer issues and resolve them promptly.">
">Training and Development:">
  • ">
  • Coordinate and deliver training programs for new and existing team members.">
  • Keep the team informed about product updates, service protocols, and industry best practices.">
  • Foster a culture of continuous learning and skill development within the team.">
">Quality Assurance:">
  • ">
  • Implement and maintain 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.">
">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:

">
  1. ">
  2. Bachelor's degree in Business, Communication, or a related field.">
  3. Proven experience in a contact center environment, with at least 1.5 years in a leadership role.">
  4. Strong leadership, coaching, and interpersonal skills.">
  5. Excellent communication skills, both written and verbal.">
  6. Ability to analyze data and make data-driven decisions.">
  7. Knowledge of contact center technologies and customer relationship management (CRM) systems.">
  8. Strong problem-solving skills and the ability to handle high-pressure situations.">
">

Benefits:

">
  • ">
  • Competitive salary">
  • Health and wellness programs">
  • Professional development opportunities">
  • Team-building events">
">

Job Rewards and Benefits:

">
  • ">
  • Health Insurance">
  • Incentive Bonus">
  • Leaves">
  • Provident Fund">
"]},

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