| Job Title: |
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Team Lead Customer Support |
| Category: |
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Client Services |
| Total Positions: |
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2 |
| Job Location: |
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Islamabad |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
|
1 Year6 Years |
| Salary Range: |
|
PKR 35,000 to 50,000 per Month |
| Apply By: |
|
Jun 22, 2019 |
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| Job Description: |
- 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 enquiries and complaints, taking responsibility for the action required where necessary.
- Conduct return to work interviews after absenteeism.
- Conduct call monitoring either by listening into 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 ensure that the team members are fully briefed on information received.
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| Required Skills: |
| Leadership qualities |
| Company Information |
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Company Name: Abacus Consulting
Company Description:
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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