Call Centre Operations Director

5 days ago


Karachi, Sindh, Pakistan Quicklease Car Rentals Full time
Job Title: Call Centre Operations Director

Quicklease Car Rentals seeks a highly skilled professional to lead their Offshore Call Centre in Karachi.

Key Responsibilities:
  1. Operational Strategy: Develop and execute effective operational strategies to ensure smooth call centre operations and client satisfaction.
  2. Centre Management: Oversee daily activities, resolve customer inquiries, and manage issues effectively.
  3. Performance Improvement: Analyze centre performance metrics, identify areas for enhancement, and implement targeted interventions.
  4. Communication and Data Management: Ensure timely and accurate data recording and client communication.
  5. Client Consultation: Inform clients about available products and services.
  6. Quality Control: Regularly monitor quality to maintain high service standards.
  7. Staff Performance Evaluation: Assess staff performance, identify training needs, and develop relevant training sessions.
  8. Centre Performance Metrics: Record key statistics to evaluate agent performance and centre efficiency.
  9. Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
  10. Complex Customer Complaint Resolution: Handle complex customer complaints or enquiries efficiently.
  11. Shift Management and Staff Allocation: Organize shift patterns and allocate staff effectively to meet demand.
  12. Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.


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