Call Centre Operations Manager

2 weeks ago

Lahore, Punjab, Pakistan beBeeOperations Full time 7,000,000 - 9,000,000
Job Summary

This role involves overseeing the day-to-day operations of a call centre, ensuring high levels of customer satisfaction and team performance.

Duties & Responsibilities
  1. Forecast call volumes and adjust staffing accordingly to meet business needs.
  2. Maintain effective call distribution systems to ensure even workload among customer service representatives.
  3. Monitor productivity and generate reports to identify areas for improvement and implement changes as necessary.
  4. Analyse data to optimise hold times and employee performance, making recommendations for process improvements.
  5. Address customer complaints in a timely and professional manner, providing solutions and support where required.
  6. Maintain accurate records of announcement menus and work volume statistics.
  7. Promote a positive and productive team culture, streamlining workflows and standardising procedures where possible.
Supervisory Responsibilities

Lead and manage a team of customer service representatives, providing guidance, direction and support to help them achieve their goals and objectives.

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