Call Center Manager

3 days ago

Saddar Town, Pakistan Verticity (Pvt) Ltd. Full time
Call Center Manager
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:

  1. Ensuring the call centre runs smoothly;
  2. Setting and meeting performance targets for speed, efficiency, sales, and quality;
  3. Planning and managing change;
  4. Managing the daily running of the call centre;
  5. Liaising with call centre supervisors, operatives, and third parties;
  6. Preparing reports;
  7. Monitoring random calls to improve quality and minimise errors;
  8. Planning and developing staff recruitment;
  9. Identifying staff training needs and planning training sessions;
  10. Recording statistics, user rates, and the performance levels of the centre;
  11. Handling difficult customer complaints or enquiries;
  12. Organising staffing, including shift patterns and the number of staff required to meet demand;
  13. Motivating and retaining staff;
  14. Forecasting and analysing data against budget figures on a weekly/monthly basis;
  15. Developing, implementing, and reviewing core responsibilities and tasks;
  16. Analysing performance statistics, e.g., average speed of answer, average time of abandonment, and making decisions on the basis of performance statistics.
Job Specification

Information Technology and Services - Karachi, Pakistan

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