Call Center Manager

4 weeks ago

Saddar Town, Pakistan Wellbeinggreen Full time

- Establishes new hire training program as well as continued training of current staff to ensure
'best in class' service.

- Manages scheduling based on forecasted volumes.

- Develops and implements Policies and Procedures that will lead to improved efficiencies.

- Contributes to call centre's success by partnering with other managers to continually review and improve operating procedures, while maintaining high levels of customer service and accuracy.

- Provides 'hands on' problem resolution for staff.

- Acts as a conduit between Wellbeinggreen Services and all other functional areas.

- Stays updated on industry trends, regulations, and ensures compliance with Australian federal and state government regulations.

- Works with Human Resources to evaluate current staff, identify areas for improvement and where needed, draft and monitor corrective action plans.

- Participate in the planning, development, implementation, and management of call centre sales programs.

- Assist in improving program performance through the evaluation and analysis of program metrics and developing action plans to obtain the potential improvements.

- Through the analysis of program metrics, recommend improvements to call centre sales scripts and process.

- Develop competitive analysis to compare performance across centres.

- Assist in the refinement of sales ordering process to improve call centre performance.

- Development and execution of regular call centre business reviews/quarterly reviews, and drive the goal setting process with each centre.

- Hold weekly status calls with each centre to discuss performance and goals.

- Review, monitor, document, and report on call centre programs through reviews of key performance indicators and service levels.

- Create Quality Assurance program that tracks common issues by program/ by centre.

- Identify, minimize, and eliminate common QA issues.

- Oversee and enhance customer escalation process.

Job Specification

- Minimum 5 years experience within a similar capacity.

- Must have leadership experience with demonstrated success in coaching and developing employees to achieve aggressive goals.

- Must have sales and marketing experience.

- An excellent communicator and an analytical mind.

- A computer savvy professional capable of managing to big picture goals and metrics.

Information Technology and Services - Karachi, Pakistan

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