Chief Customer Experience Officer

4 hours ago

Karachi, Sindh, Pakistan beBeeLeadership Full time 150,000 - 200,000
Call Centre Manager

The ideal candidate will have strong leadership skills, excellent communication abilities, and experience in managing call centre operations.

  • Establish and manage the call centre facility, including resource planning, equipment sourcing, and implementing call centre strategies.
  • Manage daily operations, receiving customer calls, emails, and chats to address queries, requests, orders, and complaints.
  • Conduct needs assessments, performance reviews, and cost-benefit analyses to optimize operations.
  • Ensure timely updates and recording of relevant communications and data.
  • Advise clients on available products and services.
  • Monitor random calls to improve quality, minimize errors, and track sales and operational performance.
  • Review staff performance, identify training needs, and plan training sessions.
  • Record statistics for rating agents and centre performance levels.
  • Prepare reports on statistics, ratings, and performance levels.
  • Resolve complex customer complaints or enquiries.
  • Organize shift patterns and staffing to meet demand.

This role involves developing and executing a comprehensive strategy to drive business growth, while ensuring exceptional customer service and employee engagement.

The successful candidate will be a highly motivated and results-driven individual with a passion for delivering outstanding results in a fast-paced environment.

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