Team Lead Operations

6 days ago

Islamabad IMarkaz, Pakistan BiNi Telecom Full time 1,200,000 per year

WAVE is looking for experienced, talented and enthusiastic TEAM LEAD OPERATIONS who's basic job will be managing and motivating a team of agents, overseeing daily operations to meet performance metrics and service levels, providing coaching and feedback, handling customer escalations, performing performance analysis and reporting, and collaborating with managers to improve processes. Key skills for this role are strong leadership, communication, problem-solving, and customer dealing experience. Key Responsibilities

  • Team Management & Motivation: Motivate, coach, and develop call center agents to achieve individual and team goals.
  • Performance Monitoring: Supervise agents' work, monitor daily operations, and ensure service level agreements (SLAs) are consistently met.
  • Sales Targets : Making it sure that daily weekly and monthly sales targets are met
  • Training & Development: Provide ongoing coaching, feedback, and training sessions to improve agent performance.
  • Reporting & Analysis: Track key performance indicators (KPIs), analyze team performance, and prepare reports for management.
  • Operations & Administration: Manage team schedules, attendance, and implement process improvements to enhance efficiency.
  • Collaboration: Work with other departments and managers to resolve complex issues and implement company-wide strategies.

Required Skills and Qualifications

  • Leadership Skills: Strong ability to guide, motivate, and inspire a team.
  • Communication Skills: Excellent verbal and written communication to provide clear instructions, feedback, and information.
  • Customer Service Experience: Proven experience in a customer-facing role or call center environment.
  • Problem-Solving: Ability to identify and resolve complex customer issues and conflicts effectively.
  • Analytical Skills: Competence in analyzing performance data and metrics.
  • Organizational Skills: Strong ability to manage schedules, track attendance, and organize team activities.

Job Type: Full-time

Pay: Up to Rs100,000.00 per month

Work Location: In person

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