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Senior Call Center Operations Manager

1 week ago

Islamabad, Islamabad, Pakistan Touchstone Communications Full time

This is a high-level management position responsible for overseeing the operations of a call center team.

As Senior Call Center Operations Manager, you will be responsible for managing a team of up to 25 call center associates including; interviewing, hiring, and training employees, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems, designing and producing various statistical reports to measure efficiency of associates using direct and indirect call observations, one-on-ones and team meetings.

The ideal candidate will have excellent communication and interpersonal skills, strong project management experience, and the ability to drive change and transformation in a dynamic environment.

Key Responsibilities:

  • Manage a team of up to 25 call center associates
  • Oversee workforce forecasting and planning to ensure necessary staffing levels to meet service standards
  • Analyze sales statistics to formulate goals and objectives and to assist field and outbound sales associates in increasing sales
  • Participate in planning, coordinating and implementing sales promotions, contests, etc.

Requirements:

  • College graduate required, MBA preferred
  • Reporting and report writing skills necessary
  • Call center experience necessary in a supervisory role
  • Strong communication and interpersonal skills are essential
  • Proven project and program management experience, with ability to drive change and transformation