Call Center Manager

2 weeks ago

Karachi, Sindh, Pakistan Wellbeinggreen Full time

- Establishes new hire training program as well as continued training of current staff to ensure
'best in class' service.
- Manages scheduling based on forecasted volumes.
- Develops and implements Policies and Procedures that will lead to improved efficiencies.
- Contributes to call centre's success by partnering with other managers to continually review and improve operating procedures, while maintaining high levels of customer service and accuracy.
- Provides 'hands on' problem resolution for staff.
- Acts as a conduit between Wellbeinggreen Services and all other functional areas.
- Stays updated on industry trends, regulations, and ensures compliance with Australian federal and state government regulations.
- Works with Human Resources to evaluate current staff, identify areas for improvement and where needed, draft and monitor corrective action plans.
- Participate in the planning, development, implementation, and management of call centre sales programs.
- Assist in improving program performance through the evaluation and analysis of program metrics and developing action plans to obtain the potential improvements.
- Through the analysis of program metrics, recommend improvements to call centre sales scripts and process.
- Develop competitive analysis to compare performance across centres.
- Assist in the refinement of sales ordering process to improve call centre performance.
- Development and execution of regular call centre business reviews/quarterly reviews, and drive the goal setting process with each centre.
- Hold weekly status calls with each centre to discuss performance and goals.
- Review, monitor, document, and report on call centre programs through reviews of key performance indicators and service levels.
- Create Quality Assurance program that tracks common issues by program/ by centre.
- Identify, minimize, and eliminate common QA issues.
- Oversee and enhance customer escalation process.

Job Specification

- Minimum 5 years experience within a similar capacity.
- Must have leadership experience with demonstrated success in coaching and developing employees to achieve aggressive goals.
- Must have sales and marketing experience.
- An excellent communicator and an analytical mind.
- A computer savvy professional capable of managing to big picture goals and metrics

Information Technology and Services - Karachi, Pakistan

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