You will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

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.

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.

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:

  • 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 middle management role preferably at team lead position.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent communication skills, both written and verbal.
  • Ability to analyze data and make data-driven decisions.
  • Knowledge of contact center technologies and customer relationship management (CRM) systems.
  • Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits:

  • Permanent Position
  • 2 Rotational Off days
  • EOBI
  • Medical Life Insurance IPD + OPD
  • Annual , Casual and Sick Leaves
  • Provident Fund
  • Annual Increment and Bonus (Performance based)

Job Details

Total Positions:
3 Posts
Job Shift:
Rotating
Job Type:
Department:
Call Centre Operations
Job Location:
Gender:
No Preference
Age:
22 - 35 Years
Minimum Education:
Bachelors
Career Level:
Entry Level
Minimum Experience:
1 Year
Apply Before:
May 14, 2024
Posting Date:
Apr 15, 2024

Abacus Consulting

Information Technology · 1001-1500 employees - Lahore

For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p

What is your Competitive Advantage?

Get quick competitive analysis and professional insights about yourself
Talk to our expert team of counsellors to improve your CV!
Try Rozee Premium
I found a job on Rozee!