Call Centre Operations Manager

5 days ago


Lahore, Punjab, Pakistan Next Age Technologies (Pvt) Ltd Full time

**Job Title:** Call Centre Operations Manager

We are seeking an experienced Call Centre Manager to lead our Lahore Call Centre, where you will play a critical role in ensuring that our customers receive exceptional service and support.

Duties and Responsibilities:
  • Develop and implement operational strategies that align with our business objectives, ensuring that our customers receive world-class service and support.
  • Maintain a fair call distribution system to ensure even workload among customer service representatives, promoting fairness and equity in our operations.
  • Monitor productivity and generate reports to optimize performance, identifying areas for improvement and implementing changes as needed to drive business growth.
  • Analyze data to improve customer experience, including reducing hold times and improving response rates, to ensure that our customers receive the best possible service.
  • Address customer complaints in a professional manner, resolving issues promptly and fairly, to build trust and loyalty with our customers.
  • Manage and maintain recorded announcement menus, ensuring that our callers receive clear and concise information, to enhance the overall customer experience.
Supervisory Responsibilities:
  • Direct and manage subordinates, providing guidance and support to help them achieve their full potential, and to develop their skills and expertise.
  • Coordinate overall direction, planning, and workflow, to ensure that our team is working efficiently and effectively, and to drive business results.
  • Assign tasks and monitor progress, identifying and addressing any obstacles or challenges that may arise, to ensure that our team is on track to meet its objectives.
Requirements:
  • Bachelor's degree in Business Administration or equivalent, with a strong understanding of customer service principles and practices, and experience in leadership roles.
  • Minimum three years of experience in contact management, with a proven track record of success in leadership roles, and a strong understanding of analytics and data-driven decision-making.
  • Strong analytical and problem-solving skills, with the ability to interpret mathematical concepts and apply them to real-world situations, and to develop practical solutions to complex problems.
  • Excellent communication and leadership abilities, with the capacity to motivate and inspire teams to achieve their goals, and to build trust and loyalty with customers.
Key Skills:
  • Strategic thinking and planning, with the ability to develop and implement effective plans to drive business growth and improvement, and to align with our business objectives.
  • Effective team management, with the capacity to build and lead high-performing teams that deliver exceptional results, and to drive business outcomes.
  • Analytical and problem-solving skills, with the ability to analyze complex data and develop practical solutions, and to drive business improvement.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with colleagues, customers, and stakeholders at all levels, and to build relationships that drive business success.


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