Senior Call Center Operations Manager

6 days ago


Quetta City Tehsil, Pakistan NADRA Technologies Ltd Full time
Job Overview

NADRA Technologies Ltd is seeking a highly skilled Senior Call Center Operations Manager to lead our customer service team. This individual will be responsible for overseeing the daily operations of the call center, ensuring excellent customer service, and driving team performance.

Key Responsibilities
  • Supervise and manage a team of call center executives to ensure they meet organizational standards.
  • Monitor and evaluate calls to guarantee quality, accuracy, and adherence to company policies.
  • Analyze team performance metrics, such as call volume, resolution rate, and customer satisfaction.
  • Create schedules to ensure adequate staffing and minimize downtime.
  • Conduct regular quality assurance checks to ensure team members are meeting expectations.
Requirements
  • Minimum 2 years post-graduation experience working in call centers.
  • Excellent oral communication skills in multiple languages, including Balochi, Brahui, Hazargi, Tajiki, and Pushto.
  • Bachelor's degree in Business Administration or Mass Communication.


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