- To motivate the employees to meet targets for continuous improvement
- To create a sense of ownership among the employees
- Effectively communicate with agents all companies and department issues
- Conduct weekly call monitoring and coaching of Customer Support Executives
- Agent development through additional training and goal setting as identified
- To motivate people to excel in their performance through recognition, guidance and incentive programs
- To make sure that the employees are following the schedule properly
- To identify and foresee problems in the existing system and come up with solutions and improvements in the system
- To improve team working and facilitate communication in the team members
- To create a conducive working environment in the call center
- To facilitate the cross functional communication among the employees for a better working condition to be able to create a professional environment in the call center
- Take escalated member calls as needed
- Excellent time management and organizational skills
- Strong communication skills; verbal and written
- Statistical Data Analysis, Trend Derivations, Root Cause & Comparative Data Analysis
- Team Performance Review (Monthly for the previous month)
- Identify team spread based on key metrics every month & provide coaching
- QA: Silent monitoring/Specialist Side-by-Sides/E-Mail Review
- Monitoring of e-support queues and provide feedback accordingly
- Providing feedback to the team in terms of CSAT Scores
- Other reasonable related job responsibilities as assigned by CS Lead Sup
Job Specification:
- Must have worked as a Team Lead /Team Supervisor
- Must have people management skills and knowledge about CSAT, NPS, AHT & QA)
- Good email writing skills
- Interpersonal skill
- Reporting and Analytical Skills
- MS Office especially Excel and PowerPoint
- Shift Flexibility
- Time Management
- Quick learner
Job Details
'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!
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