Manager of Call Centre Services

2 days ago


Saddar Town, Pakistan Verticity (Pvt) Ltd. Full time

This role involves overseeing the daily operations and management of a call centre, ensuring calls are answered within predetermined timeframes. A strong leader is required to motivate and retain staff to maintain a high-performing team.

Responsibilities:
  • Oversee the development and implementation of plans for change and growth;
  • Establish and achieve performance targets for speed, efficiency, sales, and quality;
  • Direct the call centre's day-to-day activities;
  • Lead the recruitment and development of staff to meet business needs;
  • Determine training requirements and coordinate staff development opportunities;
  • Foster collaboration among supervisors, operatives, and external partners to ensure smooth communication;
  • Monitor and improve call quality and minimize errors through ongoing evaluation;
  • Ensure accurate record-keeping and report preparation for key performance indicators;
  • Analyze statistics, user rates, and performance metrics to inform strategic decisions;
  • Build strong customer relationships through professional complaint resolution and query handling;
  • Streamline staffing arrangements, including scheduling and resource allocation;
  • Encourage and maintain a high-performing team environment;
  • Optimize core responsibilities and tasks through design, implementation, and review.


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