Call Center Leadership Role

3 days ago

Karachi, Sindh, Pakistan beBeeOperations Full time 3,000,000 - 6,000,000
Call Center Operations Manager Job Description

This is a high-level management position responsible for overseeing the overall performance and efficiency of our call center operations.

The ideal candidate will have experience in managing teams, developing strategies, and implementing process improvements to drive business results.

Key Responsibilities:

  • Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
  • Develop customer interaction and voice response systems, and voice networks;
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and preparing action plans;
  • Achieve human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees;
  • Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions;
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends;
  • Ensure equipment maintenance by evaluating and installing equipment, developing preventive maintenance programs, calling for repairs, and evaluating upgrades.

Required Skills and Qualifications:

  • Strong leadership and team management skills;
  • Excellent communication and problem-solving skills;
  • Ability to develop and implement strategic plans;
  • Knowledge of call center technology and software;
  • Experience with budgeting and financial analysis;
  • Ability to analyze complex data and make informed decisions;
  • Proficient in MS Office and other productivity tools.

Benefits:

  • Competitive salary and benefits package;
  • Opportunities for career growth and professional development;
  • Collaborative and dynamic work environment;
  • Recognition and rewards for outstanding performance.
Job Specification

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Information Technology and Services - Karachi, Pakistan

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