Customer Service Operations Manager

4 days ago


Lahore, Punjab, Pakistan beBeeOperations Full time
Call Centre Operations Specialist Job

We are seeking a diligent Call Centre Operations Specialist to monitor our real-time performance.

  • Key Responsibilities:
  • Live Monitoring: Track call queues, agent availability, and system performance in real-time.
  • Performance Tracking: Monitor important metrics like wait times, dropped calls, and agent productivity.
  • Quick Adjustments: Make immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
  • Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
  • Basic Reporting: Assist in creating daily or intraday reports on call centre performance.
  • Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.

Requirements: 1-2+ years of experience in a call centre, preferably in customer service, real-time monitoring, or operations support. A Bachelor's degree is preferred but relevant experience is highly valued.

Skills:

  • Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
  • Able to make quick, sensible decisions under pressure.
  • Comfortable with call centre software and MS Excel.
  • Strong attention to detail and active listening skills.
  • Good communication skills.

Benefits:

  • Be a key player in ensuring our customers get great service.
  • Work in a dynamic and supportive team environment.
  • Competitive salary and opportunities for growth.


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