Customer Experience Manager

20 hours ago

Islamabad, Islamabad, Pakistan LMKR Full time
Job Summary

We are seeking an experienced Manager Customer Experience to oversee inbound and outbound call center operations, ensuring high-quality customer service, operational efficiency, and performance excellence. The ideal candidate will have a strong background in call center management for selling or supporting technology products in international markets.

Job Responsibilities
  • Oversee around the clock operations of inbound (customer service, support) and outbound (sales, surveys) call center activities.
  • Develop and implement call center strategies to improve service levels, response times, and operational efficiency.
  • Monitor call center metrics (e.g., Resolution Time, Response Time, Service Level, Conversion Rates) and implement improvements.
  • Work with Marketing and Sales to develop outreach programs using LinkedIn Sales Navigator and other platforms to generate leads
  • Manage leads generated from web and other outreach programs.
  • Ensure compliance with company policies, industry regulations, and quality standards.
  • Forecast call volumes and adjust staffing schedules to meet demand.
  • Lead, mentor, and motivate a team of call center agents.
  • Conduct performance evaluations, provide coaching, and implement training programs to enhance agent skills.
  • Ensure high levels of customer satisfaction by maintaining service quality and resolving escalated issues.
  • Analyze customer feedback and call recordings to identify trends and implement corrective actions.
  • Work closely with other departments (PMO, SME and Engineering) to track customer issues towards resolution.
Required Skills
  • Expertise in both inbound and outbound call center operations.
  • Experience in supporting or selling technology products (software, IT services etc) in North America, Europe or Middle East.
  • Strong knowledge of call center KPIs, CRM systems (e.g., Salesforce, MS Dynamics)
  • Excellent leadership, communication, and problem-solving skills.
  • Proficiency in data analysis and reporting.
Experience
  • 7+ years of experience in call center management, with Education/Qualification.
  • Minimum: Bachelor's degree in Business Administration or Computer Sciences.
Location
  • Islamabad (on-site)

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