Team Lead Contact Center (Mashreq Digital Bank Pakistan)

Job Purpose

The Contact Center Team Lead will be responsible for managing a team of voice and chat agents to ensure the delivery of exceptional customer service. This role involves overseeing daily operations, monitoring performance, and implementing strategies to improve efficiency and customer satisfaction. The candidate will be required to be able to operate in all shifts based on rotation and business requirements and manage the shifts for his/her team.

Key result Areas

• Ensure that the team meets or exceeds performance metrics, including average handling time, first call resolution, and customer satisfaction scores.
• Monitor and evaluate agent performance, providing feedback and coaching to improve skills and productivity.
• Develop and implement training programs to enhance agent capabilities.
• Handle escalated customer issues and resolve them promptly.
• Maintain accurate records of team performance and prepare regular reports for management

Knowledge, Skills and Experience

• A bachelor's degree in business administration, management, or a related field is required. Experience at a bank for an inbound contact center in chat and voice is necessary.
• Minimum of 3 years of experience in a contact center environment, with at least 1 year in a supervisory role.
• Excellent communication skills in Urdu and in English (Spoken/Written)
• Strong leadership and team management skills.
• Aware of State Bank policies for contact centers
• Proficiency in using contact center software and CRM systems.
• Ability to analyze data and make informed decisions.
• Proficient in using excel and word