Posted Mar 19, 2024 188 views
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 a 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 the ability to handle high-pressure situations.
Benefits:
- Competitive salary
- Health and wellness programs
- Professional development opportunities
- Team-building events
Job Details
Abacus Consulting
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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