- Proactively manage efficient team delivery and output within agreed service levels and business targets.
- Effectively manage business processes within the team, such as time and attendance and ACT reporting, to ensure customer satisfaction and accurate flow of information to internal sources.
- Resolve escalated inquiries and complaints, taking responsibility for the action required where necessary.
- Conduct return to work interviews after absenteeism.
- Conduct call monitoring either by listening to recorded calls or live calls and subsequently undertakes coaching sessions with team members.
- Regularly appraise and review staff in line with company methodology i.e. ABU.
- Ensure training and development plans are maintained for all team members.
- Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.
- Provide motivation and management of the team members in order to maintain required levels of retention, attendance, and operational excellence.
- Provide clear and constructive feedback to both good and bad performers.
- Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on information received.
Job Type: Full-time
Salary: Rs60,000.00 - Rs75,000.00 per month
Ability to commute/relocate:
- Rawalpindi: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Preferred)
Experience:
- Team Management: 2 years (Preferred)
Language:
- English (Required)
Shift availability:
- Night Shift (Required)
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