Call Center Operations Manager

4 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Team Lead (Call Centre)

As a key member of the call center team, you will play a crucial role in ensuring seamless customer service delivery. Your primary responsibility will be to oversee and coordinate daily operations, guaranteeing that the team meets performance targets while providing exceptional customer service.

Key Responsibilities:

  1. Team Management: Lead, motivate, and supervise a team of call center representatives, fostering a positive and collaborative work environment.
  2. Performance Monitoring: Regularly assess individual and team performance metrics, such as call quality, response time, and customer satisfaction, providing constructive feedback and coaching to improve performance.
  3. Training and Development: Coordinate and conduct training sessions for new and existing team members, keeping them updated on product knowledge, policies, and procedures.
  4. Quality Assurance: Implement and enforce quality assurance processes to ensure consistent and high-quality service delivery, conducting regular audits of calls and providing constructive feedback.
  5. Customer Service: Handle escalated customer inquiries or complaints and ensure timely resolution, working closely with the team to enhance the overall customer experience.
  6. Reporting and Analysis: Generate and analyze reports to assess team performance and identify areas for improvement, making data-driven decisions to optimize processes and achieve performance targets.
  7. Process Improvement: Identify opportunities for process improvement and efficiency gains, implementing changes to enhance the overall effectiveness of call center operations.


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