Call Center Operations Manager

3 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Job Overview
We are looking for a results-driven Call Center Manager to take ownership of our call center's operations, team, and performance. This is a leadership role for someone who thrives in a fast-paced, performance-oriented environment.

About the Job
As a Call Center Manager, you will be responsible for recruiting, onboarding, and training call center staff, monitoring and driving KPI achievement across all teams, handling procurement of technology, tools, and calling data, and leading campaign selection, onboarding, and management.

Key Responsibilities
• Develop and implement strategies to drive team performance and achieve business objectives.
• Analyze performance metrics and develop recommendations to improve team efficiency and effectiveness.
• Collaborate with cross-functional teams to identify opportunities for process improvement and implement changes as needed.
• Ensure compliance with company policies and procedures, and maintain accurate records of team performance and progress.
• Foster a culture of continuous learning and development within the team.

Requirements
• Minimum 3 years of experience managing call center teams or similar environments.
• Strong expertise in outbound/inbound calling, preferably for international campaigns (US/UK).
• Familiarity with dialer systems, CRM platforms, and data acquisition tools.
• Excellent communication, leadership, and problem-solving skills to motivate and manage high-performing teams.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
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