Customer Service Team Leader

4 days ago

Islamabad, Islamabad, Pakistan beBeeTeamLeader Full time 1,800,000 - 2,500,000

**Job Title: Team Leader for Customer Service Operations**

We are seeking a seasoned team leader to oversee the daily activities of our customer service representatives. This individual will be responsible for guiding the team towards achieving performance targets, adhering to company protocols, and delivering exceptional customer experiences.

The ideal candidate will have a proven track record of leading high-performing teams in fast-paced environments. They will be skilled in mentoring, coaching, and supporting agents to achieve their best results.

This role involves monitoring agent performance, providing feedback, and implementing strategies to improve productivity. The team leader will also play a key role in resolving escalated customer issues and ensuring operational efficiency.

Key responsibilities include:

  • Team management: Lead, motivate, and manage a team of customer service representatives.
  • Performance monitoring: Regularly evaluate and review agent performance to ensure they meet key performance indicators (KPIs).
  • Escalation handling: Act as the first point of contact for escalated customer issues and resolve them efficiently and professionally.
  • Reporting: Generate and present regular performance reports to senior management highlighting key metrics, challenges, and achievements.

**Required Skills & Qualifications:**

  • Education: A bachelor's degree in business, communications, or a related field.
  • Experience: A minimum of 5 years' experience working in a call center environment, with at least 2 years in a supervisory or leadership role.
  • Leadership skills: Proven ability to lead and manage high-performing teams in fast-paced environments.
  • Communication skills: Excellent verbal and written communication skills.
  • Problem-solving skills: Strong critical thinking and problem-solving abilities.

**Benefits:**

  • Competitive salary based on performance.
  • Opportunities for career advancement and professional development.
  • Recognition programs.

**Work Environment:**

  • You will be working at our Islamabad office. Flexibility to work evenings, weekends, or holidays may be required based on business needs.

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