Call Center Team Lead

Description:

Team Lead: Outbound and inbound Calling while leading a small team of 4 to 5 call center representatives

Speaking proficiency: Good english and urdu speaking

Quality Assurance: Monitor and assess calls to maintain high-quality standards, customer satisfaction, and effective issue resolution.

Training and Development: Conduct training sessions to keep the team well-informed about university and publisher policies, procedures, and product knowledge.

Performance Metrics: Analyze and track key performance indicators (KPIs) to identify areas for improvement and implement strategies to enhance team performance.

Escalation Handling: Act as a point of escalation for complex issues, ensuring timely resolution and maintaining a high level of customer satisfaction.

Commission-Based Outbound Calls: Drive outbound call activities, and earn commission for successful outcomes.

Qualifications:

Communication Skills: Excellent verbal and written communication skills to interact effectively with team members, customers, and stakeholders.

Commission Experience: Previous experience and success in earning commission for outbound calls.

Technical Proficiency: Familiarity with call center technologies, CRM systems, and a basic understanding of university and publishing operations.