Lead Call Center Manager

1 day ago

Islamabad, Islamabad, Pakistan beBeeProject Full time 500,000 - 800,000
Job Description

This is a Manager Level 1 position responsible for overseeing the daily operations of a team of call center associates.

Key responsibilities include interviewing, hiring, and training employees, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

The role also involves designing and producing various statistical reports to measure efficiency of associates using direct and indirect call observations, one-on-ones and team meetings.

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.

Ensure that all incoming phone calls and emails are answered promptly and correctly and that customers are given 'one call' resolution to their issues.

Oversee workforce forecasting and planning to ensure necessary staffing levels to meet service standards. Ensure the recruitment, selection, and retention of highly qualified and motivated candidates.

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