Senior Operations Manager

4 days ago


Quetta City Tehsil, Pakistan NADRA Technologies Ltd Full time
Job Description

NADRA Technologies Ltd is seeking a highly motivated and experienced Senior Operations Manager to join our team. The successful candidate will be responsible for supervising call center executives, providing guidance, coaching, and feedback.

Key Responsibilities:
  • Supervise Call Center Executives: Provide guidance, coaching, and feedback to call center executives to ensure they meet organizational standards.
  • Call Monitoring: Monitor and evaluate calls to ensure quality, accuracy, and adherence to organizational policies.
  • Team Performance Tracking: Track and analyze team performance metrics, such as call volume, resolution, and customer satisfaction.
  • Scheduling: Create and ensure schedules to ensure adequate staffing and minimize downtime.
  • Quality Assurance: Conduct regular quality assurance checks to ensure executives are meeting organizational standards.
  • Reporting: Prepare and analyze reports to track team performance.
  • Stakeholder Coordination: Coordinate with stakeholders and communicate effectively to ensure seamless operations.
Requirements:
  • Education: Bachelor's degree in Business Administration or Mass Communication or related field from a recognized institution.
  • Experience: Minimum 2 years of post-graduation experience working in call centers.
  • Skills: Excellent oral communication skills in Balochi, Brahui, Hazargi, Tajiki, and Pushto languages.


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