Customer Service Team Manager

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Customer Service Team Lead Role

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This leadership position is responsible for guiding and managing a team of customer service representatives. The role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

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Key Responsibilities:

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  • Team Management:\
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    • 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:\
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      • 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.\
      • Training and Development:\
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        • Coordinate and deliver training programs for new and existing team members.\
        • Keep the team informed about product updates, service protocols, and industry best practices.\
        • Quality Assurance:\
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          • Implement and maintain quality assurance processes to ensure consistency in service delivery.\
          • Conduct regular quality assessments and provide constructive feedback to team members.\
          • Communication:\
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            • 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.\

Requirements:

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  • Bachelor's degree in Business, Communication, or a related field.\
  • Proven experience in a contact center environment, with at least 1.5 years in a leadership role.\
  • Strong leadership, coaching, and interpersonal skills.\
  • Benefits:\
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    • 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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