Contact Center Leader: Elevate Service & Ops

ibex. Pakistan; Karachi Division; On-site; PKR 900,000 - 1,500,000; Full time

Job summary

ibex. Pakistan seeks a proactive Team Lead to steer a customer operations group, align on vision, and drive ownership and accountability. You will coach staff, monitor performance, resolve escalations, and collaborate with internal teams to deliver high-quality service.

Strong communication and CRM proficiency are essential for managing stakeholders and achieving targets in a fast-paced environment.

Qualifications

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.
• Proficiency in CRM tools, MS Excel, and contact center platforms.
• Excellent communication and people management skills.

Responsibilities

• Lead and engage the team by communicating the company's vision, purpose, core values, and policies.
• Manage team performance by monitoring productivity, maintaining performance reports, and driving targets.
• Develop and coach employees through regular feedback, training, goal setting, recognition, and motivation.
• Handle employee relations by addressing concerns, resolving conflicts, and promoting a positive environment.
• Deliver exceptional customer service by ensuring high-quality interactions and handling escalations.
• Maintain strong product and process knowledge to ensure accurate information and efficient resolution.
• Communicate effectively with strong verbal and written skills across diverse cultures.
• Drive operational excellence by identifying process improvements and implementing solutions.
• Utilize Microsoft Office and operational software for reporting, data management, and daily ops.
• Build stakeholder relationships by managing expectations and collaborating with internal teams.

Skills

Excellent communication

People management

CRM tools proficiency

MS Excel

Contact center platforms

Education

Master’s or Bachelor’s degree in Business Administration/Commerce or equivalent

Tools

CRM tools

MS Excel

Contact center platforms

Job description

ibex. Pakistan seeks a proactive Team Lead to steer a customer operations group, align on vision, and drive ownership and accountability. You will coach staff, monitor performance, resolve escalations, and collaborate with internal teams to deliver high-quality service.

Strong communication and CRM proficiency are essential for managing stakeholders and achieving targets in a fast-paced environment.