Call Centre Operations Head

1 week ago


Lahore, Punjab, Pakistan HNS Global Outsourcing Private Limited Full time
Job Description

We are seeking a highly experienced and skilled Call Centre Manager to head up our operations in Bahria Town Lahore. The successful candidate will be responsible for managing the daily running of the call centre, including sourcing equipment, effective resource planning, and applying call centre strategies and operations.

Key Responsibilities:
  1. Manage Call Centre Operations: Oversee the day-to-day activities of the call centre, ensuring smooth and efficient operations.
  2. Team Leadership: Lead and motivate a team of customer service representatives, providing guidance and support to ensure exceptional customer experiences.
  3. Performance Management: Set and meet performance targets for speed, efficiency, sales, and quality, monitoring progress and making adjustments as needed.
  4. Data Management: Ensure all relevant communications and data are updated and recorded accurately.
  5. Client Liaison: Advise clients on products and services available, maintaining strong relationships and providing excellent customer service.
  6. Communication: Liaise with supervisors, team leaders, operatives, and third parties to gather information and resolve issues efficiently.
  7. Industry Knowledge: Maintain up-to-date knowledge of industry developments and involvement in networks, staying ahead of trends and best practices.
  8. Quality Assurance: Monitor random calls to improve quality, minimize errors, and track operative performance.
  9. Staff Recruitment: Coordinate staff recruitment, write job adverts, and liaise with HR staff to ensure a high-quality workforce.
  10. Training and Development: Review staff performance, identify training needs, and plan training sessions to enhance skills and productivity.
  11. Reporting: Record statistics, user rates, and performance levels of the centre, preparing reports to inform business decisions.
  12. Complex Issues: Handle complex customer complaints or enquiries, resolving issues promptly and professionally.
  13. Scheduling: Organize shift patterns and staff numbers to meet demand effectively.
  14. Staff Retention: Coach, motivate, and retain staff, promoting a positive work environment and reducing turnover.
  15. Incentives: Coordinate bonus, reward, and incentive schemes to recognize and reward outstanding performance.
  16. Forecasting: Forecast and analyze data against budget figures on a weekly and/or monthly basis, identifying areas for improvement.

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