Monitor and ensure that all targets/KPI's are met to secure set goals
Establish benchmarks for Customer Service/Client Care activities
Ensure smooth/quality customer handling by Customer Services Staff
Look for innovative ways to improve Customer Care staff performances
Review Daily operations and give feedback for improvement
Assist on Perform or drive the technical skills analysis component of recruitment activities for the department, with a role varying between hands-on (for new teams) and shepherding (for growth in existing teams), in collaboration with pre-existing functional team members.
Actively support the non-technical skills analysis component of recruitment activities for the department, in collaboration with the HR department.
Advise/Participate in knowledge sharing and training initiatives across teams within the service line, acting as the main vessel for best practices implementation and dissemination from established teams to resources and teams in ramp-up phase.
Assist in Documentation and utilization of service line success stories, by incorporating them into business development artifacts, in order to grow the service line.
Provide assistance to Manager Client Care Services with Service Line documentation and finalizing reports
Take ownership of service quality, employee retention and business growth targets.
University degree in IT or related discipline.
Excellent verbal and written communication skills, including the ability to present ideas and proposals in a succinct and persuasive manner, at varying levels of abstraction, to technical, managerial and client audiences.
Sound judgement, perseverance, and a focus on client service excellence.
At least 5 years' experience performing in a functional role in Technical Customer Support, ideally as a hands-on practitioner.
And at least 3 years' experience performing in a team lead or team management role, involving delivery of technical mentorship and personnel management oversight to senior, intermediate, and junior level resources.
6 PM to 3 AM Pakistan Standard Time
Medical Coverage – Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan [Tenured Employees Only]
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment