karachi

Team Lead/Supervisor - International

Job Description:

  • To motivate the employees to meet targets for continuous improvement
  • To create a sense of ownership among the employees
  • Effectively communicate with agents all companies and department issues
  • Conduct weekly call monitoring and coaching of Customer Support Executives
  • Agent development through additional training and goal setting as identified
  • To motivate people to excel in their performance through recognition, guidance and incentive programs
  • To make sure that the employees are following the schedule properly
  • To identify and foresee problems in the existing system and come up with solutions and improvements in the system
  • To improve team working and facilitate the communication in the team members
  • To create a conducive working environment in the call center
  • To facilitate the cross functional communication among the employees for a better working condition to be able to create a professional environment in the call center
  • Take escalated member calls as needed
  • Excellent time management and organizational skills
  • Strong communication skills; verbal and written
  • Statistical Data Analysis, Trend Derivations, Root Cause & Comparative Data Analysis
  • Team Performance Review (Monthly for previous month)
  • Identify team spread based on key metrics every month & provide coaching
  • QA: Silent monitoring/Specialist Side-by-Sides/E-Mail Review
  • Monitoring of e-support queues and provide feedback accordingly
  • Providing feedbacks to the team in terms of CSAT Scores
  • Other reasonable related job responsibilities as assigned by CS Lead Sup

Job Specification:

  • Must have worked as a Team Lead /Team Supervisor
  • Must have people management skills and knowledge about CSAT, NPS, AHT & QA)
  • Good email writing skills
  • Interpersonal skill
  • Reporting and Analytical Skills
  • MS Office especially Excel and PowerPoint
  • Shift Flexibility
  • Time Management
  • Quick learner

Qualification:

Graduation or above

Perks and Benefits:

  • Medical Insurance
  • Permanent Employment Status
  • PF & Overtime provided
  • Internal Job Posting
  • Annual Leaves
  • Leaves Encashment
  • Referral Bonus
Apply Now
karachi

ibex Tower, Plot # 5, Block B SMCHS, Adjacent FTC Building, Shahra-e-Faisal, Karachi 75500, Pakistan

Phone +92.111.874.874

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Team Lead/Supervisor - International

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