Operations Manager Call Center

5 days ago


Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
Key Responsibilities:

The successful candidate will have a multifaceted role involving various aspects of call center management.

  1. Leadership: Provide guidance and support to agents, promoting a collaborative and productive work environment.
  2. Call Handling: Effectively manage calls, taking over when agents are unavailable, and minimize customer wait times.
  3. Real-time Monitoring: Continuously monitor queue activity, inbound calls, and abandonment rates, keeping agents informed and aware of performance metrics.
  4. Motivation and Feedback: Foster a positive work environment through constructive feedback and encouragement, enhancing agent motivation and engagement.
  5. Team Engagement: Engage in activities that promote agent collaboration and teamwork, contributing to a strong call center culture.
Additional Responsibilities:
  • Regular meetings with team members to discuss progress, industry news, and new product information.
  • Evaluating agent performance through regular monitoring and assessments, providing actionable feedback.
  • Accurate record-keeping of attendance, daily statistics, and administrative tasks, ensuring company compliance.
  • Creating and maintaining agent files, tracking attendance, production, and reviews for performance evaluations.
  • Providing weekly reports to the Project Manager, summarizing monitoring checklists and team performance.

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