CONTACT CENTRE TEAM LEADER - KARACHI

Coach, develop and motivate a team of Customer Sales and Service Agents and Senior Customer Sales and Service Agents to achieve individual contact centre and commercial targets and individual objectives.


Job Outline:

• Coach, develop, and motivate a team of agents within the contact centre to ensure they have the required skills/knowledge to achieve team sales revenue and/or sales conversion targets.

• Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service and maintain set quality levels for all customer Interactions.

• Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.

• Ensure that sales policies and contact centre procedures including the use of reservations sales systems are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.

• Monitor the discipline, grooming and conduct of the team so that relevant internal standards of behaviour and working practices are adhered to.

• Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

• Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes. Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team.

• Through coaching and quality monitoring for all customer interactions identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.

• Measure employee satisfaction and recommend initiatives to increase retention and engagement of staff.

Commercial/Sales/Other :

12 Years schooling or equivalent :

Educated to at least A Level or relevant Diploma standard Minimum 4 years airline sales and contact centre experience. 

Practical experience in supervising, coaching and developing staff.

Knowledge/skills: Working knowledge of contact centre and airline industry procedures and methodology.

Knowledge of Fares and Ticketing, Skywards and relevant reservations systems.

PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.

Other languages besides English: As some Contact Centres deal with multi - lingual calls, fluency in a required language will be advantageous. 

The candidate must have a right to work and live in Pakistan.