Customer Service Team Lead

3 days ago

Islamabad, Islamabad, Pakistan beBeeLeadership Full time
Job Title:

Team Lead - Customer Service Representatives

About the Role:

We are seeking a highly motivated and results-driven Team Lead to oversee a group of customer service representatives (CSRs) engaged in outbound and inbound telecommunications sales campaigns.

Main Responsibilities:
  • Team Supervision & Leadership: Manage, motivate, and supervise a team of CSRs working on outbound and inbound calls for telecommunications campaigns targeting American customers.
  • Performance Monitoring: Monitor individual and team performance to ensure targets are met. Track key performance indicators (KPIs) such as call volume, conversion rates, and sales targets, and provide real-time feedback to improve performance.
  • Cross-Functional Coaching: Provide regular coaching sessions to help team members improve their sales techniques, customer service skills, and product knowledge. Lead training sessions as needed to ensure the team is up-to-date with the latest campaign strategies.
  • Sales Support: Assist CSRs with difficult calls, handle escalated customer concerns, and ensure that all team members are following the company's sales and service protocols.
  • Campaign Execution: Collaborate with the Campaign Manager to execute and optimize sales campaigns, ensuring team members are aligned with campaign objectives and targets.
  • Quality Assurance: Ensure that CSRs adhere to quality standards, comply with scripts, and maintain a high level of professionalism when interacting with customers.

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