| Job Title: |
Assistant Manager - Inbound Voice (Team Leader) |
| Eligibility Criteria: |
Eligibility Criteria
- Minimum Bachelor’s from a HEC Recognized Institute / University
- Minimum of 1 to 2 years of experience in a customer service role, preferably in a contact center environment.
- Proven leadership and team management skills, with the ability to motivate and develop a high-performing team.
- Strong communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.
- Excellent problem-solving and decision-making abilities, with a focus on delivering solutions that meet both customer needs and business objectives.
- Proficiency in Microsoft Office suite and Contact Center software applications.
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| Key Responsibilities: |
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We are seeking a dynamic and experienced Assistant Manager for our Inbound Voice department at UBL Contact Center, focused on providing exceptional customer service to our clients. Lead and inspire a team of inbound customer care officers, ensuring that all customer inquiries and concerns are addressed promptly and efficiently.
Key Responsibilities:
1. Team Management: Supervise and support a team of inbound customer service representatives to ensure high-quality service delivery.
2. Performance Monitoring: Monitor and analyze team performance metrics, such as call volume, response time, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
3. Training and Development: Develop and implement training programs to enhance the skills and knowledge of team members, ensuring that they are equipped to handle customer inquiries effectively.
4. Quality Assurance: Conduct regular quality assurance audits to ensure that customer interactions meet the bank's standards for professionalism, accuracy, and compliance.
5. Escalation Management: Handle escalated customer inquiries and complaints in a timely and professional manner, providing resolution and ensuring customer satisfaction.
6. Process Improvement: Identify opportunities to streamline processes and improve efficiency within the inbound voice department, working closely with cross-functional teams to implement solutions.
7. Reporting: Prepare and present regular reports on team performance, key metrics, and operational issues to senior management.
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