Team Lead - Contact Center

Abacus Outsourcing; Lahore; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A leading outsourcing firm in Lahore is looking for a Team Lead for its Contact Center. The candidate will directly manage and coach a team of customer service representatives to ensure top-tier service delivery. Qualifications include a bachelor's degree and proven leadership experience in a contact center environment. This position offers a competitive salary and opportunities for professional development.

Benefits

Competitive salary

Health and wellness programs

Professional development opportunities

Qualifications

• 1.5 years of experience in a leadership role within a contact center.
• Strong interpersonal and coaching skills.
• Ability to handle high-pressure situations.

Responsibilities

• Lead and mentor a team of customer service representatives.
• Ensure team meets service level agreements and performance metrics.
• Conduct training programs for team members.

Skills

Leadership

Communication

Problem-solving

Data analysis

Education

Bachelor’s degree in Business, Communication, or a related field

Tools

CRM systems

Job description

Bachelor’s degree in Business, Communication, or a related field.

Overview

As a Team Lead in the Contact Center, 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.

Key Responsibilities

• 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.
• 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.
• Coordinate and deliver training programs for new and existing team members.
• Keep the team informed about product updates, service protocols, and industry best practices.
• Foster a culture of continuous learning and skill development within the team.
• Implement and maintain quality assurance processes to ensure consistency in service delivery.
• Conduct regular quality assessments and provide constructive feedback to team members.
• Identify trends in customer inquiries and work with the team to address root causes.
• 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.

Job Specification

Requirements:

• Bachelor’s degree in Business, Communication, or a related field.
• Proven experience in a contact center environment, with at least 1.5 year in a leadership role.
• 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.
• Competitive salary
• Health and wellness programs
• Professional development opportunities