Management Consultant

1 week ago


Karachi, Sindh, Pakistan MCS Digitizing Full time

We are seeking a passionate and experienced leader to join MCS Digitizing as the head of our Software House operations. The successful candidate will oversee all aspects of software house delivery, ensuring exceptional customer service and achieving strategic objectives.

Key Responsibilities:

  • Lead and manage a team of software house agents, providing coaching, development, and performance management.
  • Develop and implement a comprehensive software house strategy aligned with MCS Digitizing's overall customer service goals.
  • Set clear performance metrics (e.g., call handling time, customer satisfaction score, first call resolution) and monitor progress towards achieving them.
  • Generate reports and present software house performance data to senior management.
Requirements
  • Minimum 4 to 5 years of experience in a call center leadership role.
  • Proven track record of success in improving call center performance and exceeding customer service goals.
  • Strong understanding of call center operations, metrics, and best practices.
  • Excellent leadership, coaching, and mentoring skills.
  • Data-driven approach to decision-making and problem-solving.
  • Exceptional communication, interpersonal, and negotiation skills.
  • Ability to work effectively under pressure and manage multiple priorities.
Qualifications
  • Bachelor's degree in Business Administration or related field.
  • Proficiency in Microsoft Office Suite.
  • Experience with call center software and technology.


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