Team Lead

Ovex Technologies Pakistan; Lahore; On-site; PKR 3,408,000 - 5,113,000; Full time

Job summary

A leading company in the Information Technology and Services sector is seeking a Team Lead for its contact center in Lahore. The ideal candidate will be responsible for managing and guiding a team of Customer Relations Officers (CROs), ensuring top-notch service, and achieving performance metrics. Candidates should possess strong communication skills, relevant experience, and a commitment to professional development.

Qualifications

• 1 to 2 years' experience in call center industry as a Team Lead.
• Punctual and hardworking with a positive attitude.
• Able to handle team dynamics effectively.

Responsibilities

• Lead a team of CROs and resolve customer issues.
• Conduct performance reviews and coordinate training sessions.
• Ensure quality customer care and compliance with company policies.

Skills

Communication skills

Team management

Problem-solving

Customer care

Tools

Microsoft Office

Job description

• Lead a team of CROs on Inbound & Outbound Operations
• To communicate the company and client vision, purpose, core values to employees.
• Help CROs to understand processes and services information in a positive and effective way
• Resolve agents, client and customers issues.
• Conduct performance reviews and team meetings.
• Handle escalated queries of customers and employees
• Perform the work of agents during peak periods.
• Coordinate with support departments for smooth operations
• To resolve employees grievances and to motivate them to meet company goals
• To create a sense of ownership among the employees and to ensure a continuous personality and professional development of the team members
• Timely Reporting
• Achieve and exceed defined KPIs
• Ensuring that proper procedure of feedback are being followed
• Coordinating and conducting sessions with all CROs to ensure that proper feedback and inputs are given
• Evaluating team(s) performance on Daily/Weekly/Monthly basis
• To improve team working and facilitate the communication in the team members.
• To ensure that highest level of quality customer care is delivered and all problem incidences are reported and highlighted.
• To have adequate product knowledge for transmission to team in order to achieve maximum customer satisfaction.
• To be able to create a professional environment in the contact center.
• Ensure compliance with all company / client policies, procedures and practices.
• Dependable.
• Positive Attitude, goal oriented and team player.
• Other tasks as assigned.

Job Specification

Must have good communication skills.
Must have at least 1 to 2 year experience in call center industry as a Team Lead.
Able to handle the team.
Punctual and hardworking.
Long term commitment..
Good hands on Microsoft Office.

Information Technology and Services - Lahore, Pakistan