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Call Center Operations Lead

2 weeks ago

Lahore, Punjab, Pakistan beBee Careers Full time

About the Role

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The successful candidate will be responsible for leading a team of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional customer service. This will involve mentoring, coaching, and providing ongoing feedback to team members.

Responsibilities:

  1. Manage and motivate a team of customer service representatives to achieve high levels of performance and productivity.
  2. Develop and implement quality assurance processes to ensure consistently high-quality customer interactions.
  3. Identify training needs and develop training programs to enhance team performance.
  4. Collaborate with other departments to optimize call center operations and improve efficiency.
  5. Build and maintain strong relationships with clients to understand their needs and preferences.
  6. Generate and analyze reports on call center performance to identify areas for improvement.
  7. Ensure compliance with industry regulations and company policies.

Requirements:

  1. Bachelor's degree in business, communication, or a related field preferred.
  2. Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
  3. Strong fluency in English.
  4. Strong leadership and people management skills.
  5. Excellent communication and interpersonal abilities.
  6. Analytical mindset with a focus on performance metrics.
  7. Experience with call center software and technology.
  8. Client-focused and committed to delivering exceptional service.
  9. Flexibility to work in shifts as required.

Our Culture:

  • We offer a competitive salary and performance-based bonuses.
  • Opportunities for career advancement.
  • A supportive and collaborative work culture.