Call Center Operations Specialist

3 days ago

Karachi, Sindh, Pakistan beBeeFacilities Full time 100,000,000 - 200,000,000
Job Title:

Operations Manager for Call Centre and Support Services

Job Description

This role oversees the efficient operation of the call centre team, prioritising customer-centricity and excellence in service delivery.

  • Lead a high-performing call centre team to achieve seamless operations and exceptional customer experiences.
  • Conduct quality assurance checks for end-to-end closure of all work orders in the system, adhering to defined protocols and best practices.
  • Develop and present weekly, bi-weekly, and monthly reports for meetings with customers and stakeholders to evaluate operational performance and drive improvement initiatives.
  • Analyse data trends and discuss key findings with the team to inform strategic decisions and optimise processes.
Key Responsibilities
  • Collaborate with Leadership to prepare annual plans and budgets for operational activities, leveraging historical data and market analysis.
  • Ensure timely Asset Condition Surveys of service stations, coordinating with field staff and vendors to maintain high standards.
  • Lead Problem Solving Committees (PSCs) for actions and closures associated with BEA, ISA, FRA, and RADAR, working closely with clients, field teams, and stakeholders.
  • Maintain accurate asset data on a regular basis at Field Management Portal (FMP) and other relevant documents, coordinating with project managers and field staff.
  • Record capital expenditures (CNB) with the finance team on a monthly basis.
  • Generate purchase requests (PRs) and purchase orders (POs) in FMP and COUPA.
  • Plan and coordinate CEI inspections and preventive maintenance with Leadership, ensuring compliance and optimal performance.
  • Monitor and report asset movements to clients, updating records in FMP and FAR.
Requirements
  • A minimum of five years' experience in facilities management, with three years in call centre operations.
  • Prior experience in maintenance and upkeep of Fuel Station sites is highly desirable.
  • Excellent verbal and written communication skills in English language.
  • Proficiency in MS Office and FMP systems.
  • Strong planning, organisational, and leadership skills, with the ability to motivate and develop high-performing teams.

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