Team Lead Customer Support

Abacus Consulting Verified

Islamabad , Pakistan

Posted May 22, 2019 543 views Report Job

PKR. 35,000 - 50,000/Month

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Job Description

  • Proactively manage efficient team delivery and output within agreed service levels and business targets.
  • Effectively manage business processes within the team, such as time and attendance and ACT reporting, to ensure customer satisfaction and accurate flow of information to internal sources.
  • Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.
  • Conduct return to work interviews after absenteeism.
  • Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members.
  • Regularly appraise and review staff in line with company methodology i.e. ABU.
  • Ensure training and development plans are maintained for all team members.
  • Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.
  • Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence.
  • Provide clear and constructive feedback to both good and bad performers.
  • Disseminates information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received.

Job Details

Total Positions:
2 Posts
Job Shift:
Rotating
Job Type:
Full Time/Permanent
Department:
Call Centre Operations
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Experience:
1 Year - 6 Years
Apply Before:
Jun 22, 2019
Posting Date:
May 22, 2019
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Abacus Consulting

Information Technology · 1001-1500 employees - Islamabad

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, ...Read More

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