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

Abacus is thrilled to announce job openings for the position of Team Lead - Contact Center Operations in the Punjab area. We are currently offering Full-time opportunities.

We are seeking candidates with excellent skills and a minimum of Mid-Senior level in the field. In addition, we value honesty, discipline, and a strong sense of responsibility in our workforce.

At Abacus, we operate in the IT Services and IT Consulting industry. If you are intrigued by our company and wish to pursue this exciting opportunity, we encourage you to apply directly.

Don't miss out on the chance to be part of our dynamic team. Submit your application today and take the first step towards a rewarding career with Abacus.

Job Information

Job Description

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.

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.

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 a middle management role preferably at the 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 the ability to handle high-pressure situations.

Benefits:

• Permanent Position
• 2 Rotational Off days
• EOBI
• Medical Life Insurance IPD + OPD
• Annual, Casual, and Sick Leaves
• Provident Fund
• Annual Increment and Bonus (Performance-based)

Application Requirements

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

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