Team Lead (Call Center)

Maxenius Solutions Unverified

Faisalabad , Pakistan

Posted Jul 23, 2019 169 views Report Job

PKR. 35,000 - 50,000/Month

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Job Description

 

  1. Provide monthly/weekly/daily direction to the 360 support so all KPIs remain within acceptable benchmarks.
  2. Provide training to the new staff for all clients or as required.
  3. Assess team’s overall and individual’s performance and coach the team member to improve efficiency of the operations.
  4. Address disciplinary problems of team members according to company’s policies.
  5. Strategize and execute action plans to handle any exceptional incident and/or situation.
  6. Understand requirements of voice and non-voice support functions and deploy resources on those functions according to team member’s skill and requirement of the operations.
  7. Analyze trends and forecasting volumes.
  8. Schedule staff according to the required volume trends and expected volumes as shared by the clients.
  9. Handle leave requests, managing absenteeism with respect to the required bodies on chair
  10. Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
  11. Handle sporadic projects with optimum efficiency
  12. Plan, create budget and execute all short term projects, as well as ramp-ups for on-going permanent clients.
  13. Correspond with the clients and facilitating them as and when required.
  14. Compile reports to provide performance visibility to the clients.
  15. Correspond with internal domains to ensure smooth operations.

Job Details

Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Job Type:
Full Time/Permanent
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Experience:
4 Years - 5 Years
Apply Before:
Aug 22, 2019
Posting Date:
Jul 23, 2019
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Maxenius Solutions

Call Center · 11-50 employees - Faisalabad

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