
Call Center Manager
3 weeks ago
Verticity (Pvt) Ltd., Pakistan
Responsible for the daily running and management of a call centre through the effective use of resources. They are responsible for ensuring that calls are answered within predetermined time scales and dealt with properly.
Key Responsibilities:
- Ensuring the call centre runs smoothly;
- Setting and meeting performance targets for speed, efficiency, sales, and quality;
- Planning and managing change;
- Managing the daily running of the call centre;
- Liaising with call centre supervisors, operatives, and third parties;
- Preparing reports;
- Monitoring random calls to improve quality and minimise errors;
- Planning and developing staff recruitment;
- Identifying staff training needs and planning training sessions;
- Recording statistics, user rates, and the performance levels of the centre;
- Handling difficult customer complaints or enquiries;
- Organising staffing, including shift patterns and the number of staff required to meet demand;
- Motivating and retaining staff;
- Forecasting and analysing data against budget figures on a weekly/monthly basis;
- Developing, implementing, and reviewing core responsibilities and tasks;
- Analysing performance statistics, e.g., average speed of answer, average time of abandonment, and making decisions on the basis of performance statistics.
Information Technology and Services - Karachi, Pakistan
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