Contact Center Team Manager

4 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Summary

We are seeking an experienced Contact Center Team Manager to lead and manage a team of customer service representatives. The successful candidate will be responsible for overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Main Responsibilities:

  1. Team Management:
    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.
  2. 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.
  3. 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.
  4. 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.
  5. 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:

The ideal candidate should possess the following qualifications:

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

What We Offer:

  1. Competitive salary
  2. Health and wellness programs
  3. Professional development opportunities
  4. Team-building events

Additional Benefits:

  • Health Insurance
  • Incentive Bonus
  • Leaves
  • Provident Fund

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