Support Center Operations Manager

5 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Support Center Leadership

We are looking for a talented and results-driven professional to lead our support center as an Assistant Manager. This individual will oversee daily operations, manage the team, and drive continuous improvement initiatives to ensure exceptional customer experiences.

Responsibilities:
  1. Operational Excellence: Ensuring seamless day-to-day operations, setting and meeting targets for speed, efficiency, sales, and quality, and analyzing KPI figures to inform decision-making.
  2. Team Enablement: Organizing staffing, reviewing staff performance, identifying training needs, and planning training sessions to equip the team with the necessary skills to excel.
  3. Quality Focus: Maintaining high-quality standards through quality assurance processes, monitoring reviews and customer support emails, and tracking operative performance to identify areas for improvement.
Requirements

A successful candidate will possess strong leadership skills, effective communication abilities, and a deep understanding of customer service principles. Fluency in speaking, reading, and writing Portuguese is mandatory, as is at least two years of work experience in customer services, preferably in a contact center environment.



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