Manager Customer Experience

4 days ago

Islamabad, Islamabad, Pakistan LMK Resources Ltd. Full time
Job Summary

We are seeking an experienced Manager Customer Experience to oversee inbound and outbound call center operations, ensuring high-quality customer service, operational efficiency, and performance excellence. The ideal candidate will have a strong background in call center management for selling or supporting technology products in international markets.

Job Responsibilities
  • Oversee around-the-clock operations of inbound (customer service, support) and outbound (sales, surveys) call center activities.
  • Develop and implement call center strategies to improve service levels, response times, and operational efficiency.
  • Monitor call center metrics (e.g., Resolution Time, Response Time, Service Level, Conversion Rates) and implement improvements.
  • Work with Marketing and Sales to develop outreach programs using LinkedIn Sales Navigator and other platforms to generate leads.
  • Manage leads generated from web and other outreach programs.
  • Ensure compliance with company policies, industry regulations, and quality standards.
  • Forecast call volumes and adjust staffing schedules to meet demand.
    • Lead, mentor, and motivate a team of call center agents.
    • Conduct performance evaluations, provide coaching, and implement training programs to enhance agent skills.
      • Ensure high levels of customer satisfaction by maintaining service quality and resolving escalated issues.
      • Analyze customer feedback and call recordings to identify trends and implement corrective actions.
      • Work closely with other departments (PMO, SME and Engineering) to track customer issues towards resolution.
      Required Skills
      • Expertise in both inbound and outbound call center operations.
      • Experience in supporting or selling technology products (software, IT services etc) in North America, Europe or Middle East.
      • Strong knowledge of call center KPIs, CRM systems (e.g., Salesforce, MS Dynamics).
      • Excellent leadership, communication, and problem-solving skills.
      • Proficiency in data analysis and reporting.
      Experience
      • 7+ years of experience in call center management. Minimum education: Bachelor's degree in Business Administration or Computer Sciences.
      Location
      • Islamabad (on-site)

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