Grade Level: L2
Location: Islamabad
Last date to apply: 7th Nov 2024
What does Team Lead CX Communication do?
As the Communication Unit Team Leader at Jazz, you will lead a team responsible for handling customer queries and complaints via email channels. Reporting to the Head of Communication & Training, you will oversee the day-to-day operations of the communication unit, ensuring efficient and effective resolution of customer issues and adherence to service level agreements.
Key Responsibilities:
- Team Management and Leadership:
- Lead and supervise the communication unit team to ensure efficient handling of customer queries and complaints.
- Provide coaching, guidance, and support to team members to foster a culture of excellence and continuous improvement.
- Performance Management and Quality Assurance:
- Monitor team performance and adherence to service level agreements and key performance indicators.
- Conduct regular quality assurance checks to ensure accuracy, professionalism, and compliance with company standards.
- Stakeholder Collaboration and Relationship Management:
- Collaborate with other departments and teams to address customer issues and improve overall customer satisfaction.
- Build and maintain relationships with key stakeholders to ensure alignment and collaboration across the organization.
- Process Improvement and Innovation:
- Identify opportunities for process improvement and innovation to enhance the efficiency and effectiveness of the communication unit.
- Implement best practices and initiatives to drive continuous improvement in customer service delivery.
- Team Development and Capacity Building:
- Develop and implement training and development programs to enhance the skills and capabilities of team members.
- Foster a culture of learning and development within the team, encouraging continuous growth and improvement.
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in customer service or contact center operations, with at least 1 year in a leadership role.
- Strong leadership and team management skills, with the ability to motivate and inspire team members.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in Microsoft Office applications, particularly Outlook and Excel.
- Knowledge of customer relationship management (CRM) systems and contact center technologies.
- Ability to analyze data and generate insights to inform decision-making and drive performance improvement.
- Commitment to customer satisfaction and excellence in service delivery.
Key Stakeholders:
- Commercial Management
- CX Management & Teams
- Technology/ IT
- Vendors
Benefits
Why Join Jazz?
As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.
