Inbound Team Lead @ Zong - Islamabad

This is a position of a middle man between management and the and the Call Center Officers for flow of information along with high focus towards Call Center Inbound Operations which entails achieving/monitoring daily service targets/KPIs, team management, situation & pressure handling and high customer satisfaction.

Principle Accountibilities:
1. Meet all Targets/KPI?s set by the department. Responsible for the team to achieve all targets/KPI?s set by the department. Take accurate measures to meet assigned targets and tasks.
2. Maintain High Customer Satisfaction Level. Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution. Take accurate measures against feedback from customers. Ensure complaints are handled within the given time frame.
3. Employee Satisfaction Level. Explain team their objectives and contribute to manage team objectives through team work. Maintain high motivational level and moral of the team by regular team meetings and motivational exercises. Develop a culture with the team, aligned with the overall culture of the Customer Services and Organization.
4. Complete Understanding of Call Centre Process & Systems. Ensure complete understanding of Customer Services processes & policies, code of conduct and a strict adherence. Maintain complete knowledge of products/ offers being introduced in the market and promptly update the team accordingly. Ensure all queries/ complaints generated by the team are followed up and are resolved in the assigned Turn Around Time.
5. Quality Calls. Ensure high competency & skills level of the staff. Organize team to deliver the right solution at the right time, in the right way with the right quality nurture customer relations and uncover opportunities for additional customer support.
6. Co-ordination within and outside department. Monitor and review that Call Center SOP?s are strictly followed for smooth and efficient work flow.

Scope: Manage Call Center Officers, Customer & Employee Satisfaction, management of daily inbound operations.

Job Context/Operating Environment: Call Center Inbound Operations and people management.

Communication:
Internal : All departments especially, IT, Engineering, Marketing & other subunits.
External: Customers & Service Providers.

Decisions: Day to day Inbound Operations of Call Center to enhance efficiency, feedback/ suggestion to Call Center Management regarding operations expansion & planning.

Qualifications/ Knowledge Minimum Bachelors, Preferably Masters

Skills - Generic Result oriented, Ability to motivate teams, Ability to influence others, Ability to develop others, work well under stress/pressure, Ability to take challenges and risks, through understanding of Call Centre Operations, Hands on with Microsoft Office Applications, Flexible to work in different shifts 24/7
Job Specific Ability to manage a team of people, understanding of Call Centre applications/tools and techniques, Ability to lead by example, should be able to maintain a high level of motivation & Moral among the team members, Ability to communicate effectively, maintain a high level of courtesy & accuracy in service provided by the team, Ability to utilize available resources at the max, Good writing & Presentation skills, Skills to give positive & negative feedback in constructive way.

Experience 2 Years of working experience of Call Centre Operations

Please email your resume to apply@zong.com.pk