Call Centre Manager

4 weeks ago

Lahore, Punjab, Pakistan HNS Global Outsourcing Private Limited Full time
Job Description:

Experienced English-speaking individual required to head up a call center in Bahria Town Lahore.

Key Responsibilities

  1. Manage the daily running of the call centre, including sourcing equipment, carrying out effective resource planning and applying call centre strategies and operations.
  2. Undertake needs assessments, performance reviews and cost/benefit analyses.
  3. Set/meet performance targets for speed, efficiency, sales and quality.
  4. Ensure all relevant communications and data are updated and recorded.
  5. Advise clients on products and services available.
  6. Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  7. Maintain up-to-date knowledge of industry developments and involvement in networks.
  8. Monitor random calls to improve quality, minimise errors and track operative performance.
  9. Coordinate staff recruitment, write job adverts and liaise with HR staff.
  10. Review the performance of staff, identify training needs and plan training sessions.
  11. Record statistics, user rates and the performance levels of the centre.
  12. Prepare reports on these statistics, rates and performance levels.
  13. Handle the most complex customer complaints or enquiries.
  14. Organise shift patterns and the number of staff required to meet demand.
  15. Coach, motivate and retain staff.
  16. Coordinate bonus, reward and incentive schemes.
  17. Forecast and analyse data against budget figures on a weekly and/or monthly basis.

Requirements

  1. Experience:
  2. Minimum 3 years of experience in a call center environment.
  3. At least 2 years of experience in a leadership role (e.g., Team Lead, Supervisor, or Manager).

Job Specification

  1. Skills:
  2. Excellent IT skills.
  3. Call Centre software and Dialler experience.
  4. Proven ability to manage teams and drive results.
  5. Strong communication and interpersonal skills.
  6. 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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