
Call Centre Manager
4 weeks ago
Experienced English-speaking individual required to head up a call center in Bahria Town Lahore.
Key Responsibilities
- Manage the daily running of the call centre, including sourcing equipment, carrying out effective resource planning and applying call centre strategies and operations.
- Undertake needs assessments, performance reviews and cost/benefit analyses.
- Set/meet performance targets for speed, efficiency, sales and quality.
- Ensure all relevant communications and data are updated and recorded.
- Advise clients on products and services available.
- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
- Maintain up-to-date knowledge of industry developments and involvement in networks.
- Monitor random calls to improve quality, minimise errors and track operative performance.
- Coordinate staff recruitment, write job adverts and liaise with HR staff.
- Review the performance of staff, identify training needs and plan training sessions.
- Record statistics, user rates and the performance levels of the centre.
- Prepare reports on these statistics, rates and performance levels.
- Handle the most complex customer complaints or enquiries.
- Organise shift patterns and the number of staff required to meet demand.
- Coach, motivate and retain staff.
- Coordinate bonus, reward and incentive schemes.
- Forecast and analyse data against budget figures on a weekly and/or monthly basis.
Requirements
- Experience:
- Minimum 3 years of experience in a call center environment.
- At least 2 years of experience in a leadership role (e.g., Team Lead, Supervisor, or Manager).
Job Specification
- Skills:
- Excellent IT skills.
- Call Centre software and Dialler experience.
- Proven ability to manage teams and drive results.
- Strong communication and interpersonal skills.
- Analytical mindset with expertise in call center metrics and reporting.
Job Type: Full-time
Job Rewards and Benefits: Incentive Bonus, Leaves, Transport
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