Call Center Office Manager Position

3 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Title: Call Center Office Manager

About the Role:

The ideal candidate will possess strong leadership and team management skills, with a proven track record in call center management or customer service roles. A bachelor's degree or equivalent experience in a related field is required.

Key Responsibilities:

  1. Call Center Management: Supervise and lead a team of call center agents, monitor call center performance, implement strategies to improve sales and targets, and ensure efficient operations.
  2. Office Administration: Manage office resources, ensure a clean and organized working environment, oversee office security, and coordinate schedules and shifts for call center agents.
  3. Administrative Support: Assist in workforce planning and recruitment efforts, prepare and distribute reports, and provide administrative support to the team.
  4. Training and Development: Provide training and coaching to call center agents, foster a culture of continuous improvement, and ensure adherence to customer service standards.
  5. Customer Service Quality Assurance: Establish and enforce customer service standards, handle escalated customer inquiries, and maintain high-quality customer relationships.
  6. Technology and Tools: Ensure call center software and technology tools are up-to-date, troubleshoot technical issues, and liaise with IT support as needed.
  7. Budget and Resource Management: Assist in budget planning, procure necessary office supplies and equipment, and ensure efficient resource allocation.

Qualifications:

  1. A bachelor's degree or equivalent experience in a related field.
  2. Proven experience in call center management or customer service roles.
  3. Strong leadership and team management skills.
  4. Excellent communication and interpersonal abilities.
  5. Proficiency in call center software and relevant technology.
  6. Problem-solving and decision-making skills.
  7. Attention to detail and ability to analyze data and metrics.

Working Conditions: This role typically operates during regular office hours but may require flexibility to cover various shifts, including occasional weekend or evening work. The office-based role offers possibilities for remote work on occasion.

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