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Job Description

  • 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

Total Positions:
1 Post
Job Shift:
Job Type:
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
1 Year
Apply Before:
Nov 06, 2020
Posting Date:
Oct 05, 2020
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BPO · More than 5000 employees - Karachi

ppDelivering innovation for over 14 years, ibex. offers an integrated suite of services in a wide range of industrial sectors including but not limited to financial, telecommunications, marketing, human resources, retail, energy, travel, automobile, technology, healthcare and insurance industries to ...Read More

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