lahore

Team Coach

Job Overview: 

  • Oversee activities of his/her team and hence of Contact Center in their respective shifts to ensure quality performance and smooth operation.

Key Responsibilities: 

  • To communicate the company’s vision, purpose, core values to the grassroots level employees.
  • To be able to handle employee concerns and provide conflict resolution. To address all employees’ grievances.
  • To ensure that the highest level of quality customer care is delivered based on pre-defined quality benchmarks.
  • To speak in an accent that is fully understood and appreciated by the consumer
  • To completely understand consumer language and accent and respond to his/her questions in the best possible manner
  • To converse in English that is error-free in terms of grammar, comprehension, sentence construction, and vocabulary.
  • To have an extensive understanding of FAQs to ensure smooth delivery of information to the consumer.
  • To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
  • To have extensive exposure to and first-hand knowledge of the relevant culture names addresses and language.
  • To have knowledge regarding efficient usage of software for data entry and/or searching.
  • Product knowledge and FAQs.
  • Knowledge of the processes outlined for:
    • Case Handling
    • Callbacks
    • Escalations
    • Forwarding
    • Reporting / Data Logging
  • To motivate the employees in order to meet all targets and create a healthy competitive environment through recognition, guidance, and incentive programs.
  • To create a sense of ownership among the employees.
  • Conduct weekly call monitoring and coaching of Customer Support Executives.
  • Team member’s development through additional training and goal setting as identified.
  • To make sure that the employees are following the schedule properly.
  • Maintain accurate agent performance stats and reports.
  • To identify and foresee problems in the existing system and come up with solutions and improvements in the system.
  • To improve and facilitate teamwork and coordination through effective communication within the team.
  • Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
  • To promote professionalism in the call center environment.
  • Proficient in the use of Microsoft Office Suite.
  • To manage the décor and cleanliness of the call center.
  • Other related job responsibilities as assigned by Call Center Asst. Manager.

Job Specification: 

  • Minimum of 2 years experience in customer service, preferably web chat, e-commerce
  • Team lead experience of at least 1 year.
  • Strong leadership and organizational skills
  • Interpersonal skills
  • Reporting and Analytical Skills
  • MS Office especially Excel and PowerPoint
  • Excellent written and verbal communication skills

Perks & Benefits:

  • Bi-Annual Bonus
  • Annual Increments
  • Internet Device
  • Medical Insurance
  • OPD (for complete family)
  • Provident Fund
  • Group Life Insurance
  • Annual Leaves
  • EOBI
Apply Now
lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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