
Call Centre Operations Director
5 days ago
Quicklease Car Rentals seeks a highly skilled professional to lead their Offshore Call Centre in Karachi.
Key Responsibilities:- Operational Strategy: Develop and execute effective operational strategies to ensure smooth call centre operations and client satisfaction.
- Centre Management: Oversee daily activities, resolve customer inquiries, and manage issues effectively.
- Performance Improvement: Analyze centre performance metrics, identify areas for enhancement, and implement targeted interventions.
- Communication and Data Management: Ensure timely and accurate data recording and client communication.
- Client Consultation: Inform clients about available products and services.
- Quality Control: Regularly monitor quality to maintain high service standards.
- Staff Performance Evaluation: Assess staff performance, identify training needs, and develop relevant training sessions.
- Centre Performance Metrics: Record key statistics to evaluate agent performance and centre efficiency.
- Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
- Complex Customer Complaint Resolution: Handle complex customer complaints or enquiries efficiently.
- Shift Management and Staff Allocation: Organize shift patterns and allocate staff effectively to meet demand.
- Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.
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