Team Leader

4 days ago

Karachi, Sindh, Pakistan TCS Private Limited Full time 900,000 - 1,200,000 per year

Role Description

This is a full-time on-site role located in Karachi for a Team Leader - Contact Center. The Team Leader oversees daily operations, ensuring high levels of customer satisfaction and service. Responsibilities include managing and guiding the contact center team, resolving customer issues, and maintaining service quality. The role also involves monitoring performance metrics, conducting training sessions, and implementing process improvements to enhance efficiency.

Key Responsibilities:

·       Maintain a cohesive cooperative work environment through team building and motivation

·       Complete all required daily, weekly, monthly, quarterly and yearly reporting.

·       Schedule team effectively to maintain required staffing levels at all times.

·       Ensure team's adherence to schedule, SOPs and Code of conduct.

·       Perform a quality assessment on the designated frontline staff to ensure all quality targets are being achieved.

·       Monitor frontline staff performance at all times.

·       Highlight areas of improvement to enhance customers' experience positively.

·       Handle customer's escalated cases forwarded from the team and assist in resolution.

·       Optimization of operation to reduce cost (over time) and maximize productivity.

·       Strictly adhere to existing customer service procedures outlined in the department manuals.

Qualifications:

·       Graduate

·       Minimum 2 years of relevant work experience.

·       Proficiency in MS Office

·       Knowledge and understanding of Contact Center Performance metrics.

·       Communication & interpersonal skills

·       Good team player with the flexibility to work in shifts

·       Building relationships with internal and external customers

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