Team Lead (Call Centre)
Reactivespace Technologies, Pakistan

Job Summary:

As a Call Center Team Lead, you will be responsible for overseeing and coordinating the daily operations of the call center team. Your primary objective is to ensure the team meets performance targets, delivers exceptional customer service, and operates efficiently. You will play a key role in training and mentoring team members, monitoring their performance, and providing constructive feedback. Additionally, you will collaborate with other departments to enhance overall customer satisfaction and contribute to the continuous improvement of processes and procedures.

Key Responsibilities:

Team Management:

Lead, motivate, and supervise a team of call center representatives.

Conduct regular team meetings to communicate updates, set goals, and address any concerns.

Foster a positive and collaborative work environment.

Performance Monitoring:

Monitor individual and team performance metrics, such as call quality, response time, and customer satisfaction.

Provide regular feedback and coaching to improve performance and address any performance issues.

Training and Development:

Coordinate and conduct training sessions for new and existing team members.

Keep the team updated on product knowledge, policies, and procedures.

Identify training needs and work with the training department to develop relevant programs.

Quality Assurance:

Implement and enforce quality assurance processes to ensure consistent and high-quality service delivery.

Conduct regular audits of calls and provide constructive feedback to team members.

Customer Service:

Handle escalated customer inquiries or complaints and ensure timely resolution.

Work closely with the team to enhance the overall customer experience.

Reporting and Analysis:

Generate and analyze reports to assess team performance and identify areas for improvement.

Make data-driven decisions to optimize processes and achieve performance targets.

Collaboration:

Collaborate with other departments (e.g., IT, Marketing, Sales) to address cross-functional issues and improve overall customer satisfaction.

Process Improvement:

Identify opportunities for process improvement and efficiency gains.

Implement changes to enhance the overall effectiveness of the call center operations.

Adherence to Policies and Procedures:

Ensure team members adhere to company policies, procedures, and compliance standards.

Qualifications and Skills:

Bachelor's degree in Business, Communications, or a related field (preferred).

Proven experience in a call center environment, with a minimum of [X years] in a leadership or supervisory role.

Strong communication and interpersonal skills.

Excellent problem-solving and decision-making abilities.

Proficiency in call center software and tools.

Ability to work in a fast-paced environment and handle stressful situations.

Knowledge of customer service best practices and industry trends.

Job Type: Full-time

Ability to Commute:

Rawalpindi (Required)

Ability to Relocate:

Rawalpindi: Relocate before starting work (Required)

Job Type: Full-time

Salary: Rs60,000.00 - Rs80,000.00 per month

Ability to Commute:

Rawalpindi (Required)

Communication Skills:

Effective communication is crucial. This includes clear verbal and written communication, as well as active listening skills. A team lead must be able to communicate expectations, feedback, and instructions to their team, and also communicate upwards to management.

Empathy and Emotional Intelligence:

Call centers can be high-stress environments for both employees and customers. A team lead must understand and empathize with their team's challenges, and also guide them in handling difficult customer interactions.

Problem-Solving and Decision-Making:

The ability to quickly assess a situation and make informed decisions is key in a fast-paced environment. This also involves troubleshooting issues and finding solutions to customer problems.

Conflict Resolution:

The team lead should be adept at managing conflicts, whether they are between team members or between a team member and a customer.

Motivational Skills:

Keeping the team motivated, especially during busy or difficult periods, is essential. This includes recognizing and rewarding good performance, and finding ways to keep morale high.

Coaching and Training:

Continuous training and coaching are important in a call center. The team lead should be capable of identifying areas where team members need improvement and provide constructive feedback and training.

Time Management and Organizational Skills:

Effective time management is vital in ensuring that the team meets its targets. Organizational skills also help in managing schedules, shift rosters, and maintaining accurate records.

Technical Proficiency:

Familiarity with the technology used in call centers, including call handling systems, CRM software, and data entry systems, is necessary to both assist team members and to report to higher management.

Performance Monitoring and Analysis:

The ability to track and analyze key performance indicators (KPIs) like call handling time, customer satisfaction scores, and resolution rates, and then use this data to improve team performance.

Adaptability and Resilience:

Call center environments can change rapidly. A team lead must be adaptable to changes in technology, processes, and customer needs, and also foster resilience in their team.

Patience and Perseverance:

Dealing with a variety of issues and sometimes difficult customer interactions requires patience. Perseverance is key in maintaining service quality and team morale.

Regulatory Compliance:

Understanding and ensuring compliance with laws and regulations relevant to the call center industry, such as data protection and privacy laws.

Team Building and Development:

Building a cohesive and effective team is a continuous process. This involves not only hiring the right people but also fostering a positive and collaborative team environment.

Customer Service Expertise:

A deep understanding of customer service principles and practices is necessary to guide and train team members effectively.

Job Rewards and Benefits