Customer Service Director

6 days ago

Saddar Town, Pakistan beBee Careers Full time
Call Center Manager

The role of a Call Center Manager is critical in ensuring the smooth operation of a call centre.

Main Responsibilities:

  1. Managing the daily running of the call centre to ensure calls are answered within predetermined time scales;
  2. Setting and meeting performance targets for speed, efficiency, sales, and quality;
  3. Planning and managing change to improve overall performance;
  4. Liaising with call centre supervisors, operatives, and third parties to achieve business objectives;
  5. Preparing reports to track progress and identify areas for improvement;
  6. Monitoring random calls to improve quality and minimise errors;
  7. Identifying staff training needs and planning training sessions to enhance skills and knowledge;
  8. Recording statistics, user rates, and the performance levels of the centre to inform decision-making;
  9. Handling difficult customer complaints or enquiries in a professional manner;
  10. Organising staffing, including shift patterns and the number of staff required to meet demand;
  11. Motivating and retaining staff to maintain high levels of productivity and job satisfaction;
  12. Forecasting and analysing data against performance indicators on a regular basis;
  13. Developing, implementing, and reviewing core responsibilities and tasks to ensure alignment with business objectives.

Key Skills and Qualifications:

  • Effective communication and leadership skills;
  • Ability to manage multiple priorities and deadlines;
  • Strong analytical and problem-solving skills;
  • Excellent interpersonal and team management skills;
  • Proficiency in Microsoft Office applications;
  • Experience in a call centre environment is highly desirable;
  • Degree in Business Administration or related field is preferred.

Benefits:

  • Competitive salary and benefits package;
  • Opportunities for career advancement and professional growth;
  • Collaborative and dynamic work environment;
  • Access to ongoing training and development opportunities;
  • Recognition and reward for outstanding performance.

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