Customer Service Operations Director

3 days ago


Saddar Town, Pakistan Verticity (Pvt) Ltd. Full time

The ideal candidate will possess strong leadership skills to manage the daily operations and management of a call centre, ensuring calls are answered within predetermined timeframes.

Key Responsibilities:
  1. Develop and implement plans for change and growth;
  2. Set and meet performance targets for speed, efficiency, sales, and quality;
  3. Manage the call centre's day-to-day activities;
  4. Recruit and develop staff to meet business needs;
  5. Identify training requirements and plan sessions to enhance staff capabilities;
  6. Liaise with supervisors, operatives, and external parties to ensure seamless communication;
  7. Evaluate call quality and minimize errors through regular monitoring;
  8. Maintain accurate records and prepare reports on key performance indicators;
  9. Track statistics, user rates, and performance levels to inform decision-making;
  10. Cultivate effective relationships with customers by resolving complaints and enquiries professionally;
  11. Coordinate staffing arrangements, including scheduling and resource allocation;
  12. Motivate and retain staff to maintain a high-performing team;
  13. Design, implement, and review core responsibilities and tasks to optimize performance.


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