
Call Center Office Manager
1 week ago
Job Description: Call Center Office Manager (5 Years Experience)
About Company:
Pro Work Tech is a leading Service Provider Company in Pakistan. With over 10 years of industry experience, we work with large Enterprise companies internationally. Our services encompass a wide array of call center services such as outbound and inbound calls, sales generation, and exceptional customer care.
Key Responsibilities:
- Call Center Management:
Supervise and lead a team of call center agents.
Monitor call center performance, including call volume, response times, and service quality.
Implement strategies to improve sales and targets and efficiency. - Office Administration:
Manage office resources, including equipment and supplies.
Ensure a clean, organized, and comfortable working environment.
Oversee office security and access control. - Administrative Support:
Coordinate schedules, shifts, and breaks for call center agents.
Assist in workforce planning and recruitment efforts.
Prepare and distribute reports and performance metrics. - Training and Development:
Provide training and coaching to call center agents.
Foster a culture of continuous improvement and professional development. - Customer Service Quality Assurance:
Establish and enforce customer service standards and best practices.
Handle escalated customer inquiries and complaints as needed. - Technology and Tools:
Ensure call center software and technology tools are up-to-date.
Troubleshoot technical issues or liaise with IT support. - Budget and Resource Management:
Assist in budget planning and expense management.
Procure necessary office supplies and equipment.
Qualifications:
- Bachelor's degree or equivalent experience in a related field.
- Proven experience in call center management or customer service roles.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and relevant technology.
- Problem-solving and decision-making skills.
- Attention to detail and ability to analyze data and metrics.
Working Conditions:
Typically operates during regular office hours but may require flexibility to cover various shifts.
May involve occasional weekend or evening work.
Office-based role, with occasional remote work possibilities.
- Proven experience of at least 5 years as a Call Center Office Manager or in a similar managerial role in the telecommunications industry.
- In-depth knowledge of call center operations, procedures, and best practices.
- Strong leadership and motivational skills to drive team performance and achieve targets.
- Excellent communication and interpersonal skills to effectively interact with customers, employees, and stakeholders.
- Proficient in using call center software and technologies to manage and optimize call center operations.
- Exceptional problem-solving and decision-making abilities to handle challenging situations and resolve conflicts.
- Strong organizational and time-management skills to prioritize tasks and meet deadlines in a fast-paced environment.
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