Posted Jan 07, 2020 12 views
We are looking for competent Shift Leads to organize and direct the staff of our contact center. You will be responsible for assessing their work and give them feedback to maximize performance.
An excellent shift lead must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.
The goal is to achieve excellent performance from your team that will bring sustainable business growth.
Responsibilities
· Assist in the formulation of targets for individuals and teams
· Assist/coordinate with HR in hiring and onboarding of new employees
· Answer questions from staff and provide guidance and feedback
· Anticipate escalation and take over calls when needed
· Devise ways to optimize procedures and keep staff motivated
· Measure performance with key metrics such as call abandonment, calls waiting etc.
· Ensure adherence to policies for attendance, established procedures etc.
· Keep management informed on issues and problems
· Prepare monthly/annual results and performance reports
Requirements
· Proven experience as call center lead or similar supervisory position
· Experience in customer service is essential
· Proficient in both Urdu & English
· Working knowledge of MS Office
· Tech savvy with knowledge of telephone equipment and relevant computer programs
· Knowledge of performance evaluation procedures
· Outstanding communication and negotiation abilities
· A results-oriented approach
· Excellent organizational and leadership skills
· Ability to work under pressure
· University graduate
Skills
Job Details
Cheetay Logistics (Pvt.) Ltd.
Cheetay is an NOW-Commerce marketplace platform that has been one of the biggest disruption forces of the Pakistani market. Cheetay has multiple verticals including Grocery, Food, Pharma and Dairy. Our Grocery Operations span 5 dark stores across Lahore. Food, Grocery, Pharma..... kya chahiye?
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