Team Leader – Contact Center Jobs at Abacus in Lahore, Punjab

Company Abacus is offering job opportunities for the position of Team Lead - Contact Center UAE in the Punjab area. The job type available is Full-time.

We are looking for candidates who possess Information Technology skills with Mid-Senior level experience. We value honesty, discipline, and responsibility in our employees.

The estimated salary offered by the company is quite competitive, around Rs 23,000 - Rs 90,000 (per Month). However, the salary may vary depending on the company's decision.

Abacus operates in the IT Services and IT Consulting industry. If you are interested in applying to this company, please proceed with your application.

Job Information

Job Description

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.

Team Management:

• 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.

Operational Excellence:

• 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.

Training and Development:

• 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.

Quality Assurance:

• 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.

Communication:

• 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.

Requirements:

• Bachelor’s degree in business, Communication, or a related field.
• Proven experience in a contact center environment, with at least 1.5 years in middle management role preferably at team lead position.
• 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 ability to handle high-pressure situations.

Benefits:

• Competitive salary
• Health and wellness programs
• Professional development opportunities
• Team-building events

Application Requirements

• Good communication skills
• Strong team skills
• Experience in similar work

Company address