Call Center Manager

4 weeks ago

Saddar Town, Pakistan Jagah Online Full time
Call Center Manager
Jagah Online, Pakistan
  • Provide guidance, team members and learning and counseling for the team. Strong participation and sponsorship in the development of the staff to achieve improved results and to prepare for succession.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
  • Responsible for the team monthly targets and ensure target achievement on a regular basis.
  • Manage massive volumes of inbound and outbound calls in a timely manner
  • Maintaining up-to-date knowledge of industry developments
  • Provide customized, highest quality customer support
  • Giving support to Call Centre Executives
  • Responsible for needs assessments, performance reviews and cost/benefit analyses
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Monitoring random calls to improve quality, minimize errors and track operative performance
  • Managed the analysis and implementation of projects. Strategic analysis undertaken and delivered to inform, manage and drive stakeholder expectations.
  • Keep records of all conversations in our Call Centre database in a comprehensible way
  • Frequently attend educational seminars to improve knowledge and performance level
Job Specification
  • Must have either completed A-levels or Bachelor in any respective field. We will welcome those applicants who have international exposure. The candidate must have 7-8 years of experience in a similar capacity.
  • Previous experience in a customer support and sales support role
  • Strong telephone and interpersonal contact capabilities, along with good listening skills
  • Familiarity with CRM systems and practices
  • Multi-task capability, setting goals and handling resources efficiently

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