Team Coach

ibex

Date: 2 weeks ago

City: Karachi

Contract type: Full time

Oversee activities of his team and hence of Contact Centre in their respective shifts to insure quality performance and smooth operation. Organize and direct the staff of our Contact Centre. Assess team’s work and giving them feedback to maximize performance.

Bachelors in Business Administration and/or Management equivalent

AND

Good communication and interpersonal skills
Teamwork, discipline, and time management
Analytical Skills
Excellent management and leadership skills
Coaching Skills
Ability to work under pressure
Good in Microsoft Office (Excel & Power Point)
Flexible and adaptable
To communicate the company’s vision, purpose, core values to the grass root level employees
To implement the policies of ibex in his / her respective team
To be able to handle team’s concerns and provide conflict resolution. To address all grievances.
To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
To speak in an accent that is fully understood and appreciated by the consumer
To completely understand consumer language and accent and respond to his/her questions in the best possible manner
To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
Extensive exposure to and first-hand knowledge of the relevant culture names addresses and language.
To have knowledge regarding efficient usage of software for data entry and/or searching.
Product knowledge and FAQs.
To have adequate product knowledge for onward transmission to the consumer to have
To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.
To create a sense of ownership among the employees.
Team member’s development through additional training and goal setting as identified.
To make sure that the employees are following the schedule properly.
Maintain accurate agent performance stats and reports.
To identify and foresee problems in the existing operations system and come up with solutions and improvements in it.
To improve and facilitate team work and coordination through effective communication within the team.
Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
To promote professionalism in the contact center environment.
Proficient in the use of Microsoft Office Suite..
Other related job responsibilities as assigned by Contact Center Manager.
Skilled at client management, account management and support team management

Knowledge of the processes outlined for

Case Handling
Call backs
Escalations
Forwarding
Reporting / Data Logging

Reports

Statistical data to analyse team’s performance
Analytical view of team’s KPIs and trends
Root cause Analysis of challenges and their action taken

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Content and Social Media Lead

LeadingEdge, Karachi

10 hours ago

ResponsibilitiesA. Social Media ManagementStrategy Development:Develop comprehensive social media strategies for all regions aligned with company growth goals.Identify target audience segments, tailor content and campaigns accordingly.Conduct research on emerging trends in the financial technology sector in each region to capitalize on new opportunities.Social Media Content Creation, Distribution, and Management:Create engaging content for various social media platforms in multiple formats.Write copy for...

Deputy Manager Business Finance - CAPEX (Process & Controls)

K-Electric, Karachi

14 hours ago

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.PurposeTo conduct comprehensive risk assessments to identify potential areas of non-compliance and...

Manager Growth & Analytics

Careem, Karachi

2 days ago

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains,...