Call Centre Operations Specialist

2 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Call Centre Operations Specialist

We are seeking a vigilant and detail-oriented Call Centre Operations Specialist to monitor our real-time performance, track key metrics, and make quick adjustments to maintain service levels.


Key Responsibilities:
  1. Live Monitoring: Real-time tracking of call queues, agent availability, and system performance.
  2. Performance Tracking: Ongoing monitoring of crucial metrics such as wait times, dropped calls, and agent productivity.
  3. Quick Adjustments: Immediate action taken to manage call volume changes, agent schedules, or system alerts to meet targets.
  4. Issue Escalation: Prompt reporting of technical problems or major service disruptions to IT or management.
  5. Basic Reporting: Assistance in creating daily or intraday reports on call centre performance.
  6. Team Communication: Clear communication of operational updates and instructions to team leaders and agents.

Requirements:
  1. Experience: 1-2+ years in a call centre, ideally in a customer-facing role with real-time monitoring or operations support experience.
  2. Education: A Bachelor's degree is preferred but relevant experience is highly valued.
  3. Skills:
  • Familiarity with common call centre metrics (e.g. Service Level, AHT, Abandon Rate).
  • Comfortable using call centre software and MS Excel.
  • Strong attention to detail and active listening skills.

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