Call Center Operations Director

7 days ago

Islamabad, Islamabad, Pakistan beBeeLeadership Full time 720,000 - 960,000
Job Overview

The Team Lead is accountable for overseeing and coordinating the daily operations of the call center team.

Key Responsibilities:

  1. Team Management: Spearhead, motivate, and supervise a team of call center representatives. Conduct regular team meetings to communicate updates, set goals, and address any concerns. Foster a positive and collaborative work environment.
  2. Performance Monitoring: Monitor individual and team performance metrics, such as call quality, response time, and customer satisfaction. Provide regular feedback and coaching to improve performance and address any performance issues.
  3. Training and Development: Coordinate and conduct training sessions for new and existing team members. Keep the team updated on product knowledge, policies, and procedures. Identify training needs and work with the training department to develop relevant programs.
  4. Quality Assurance: Implement and enforce quality assurance processes to ensure consistent and high-quality service delivery. Conduct regular audits of calls and provide constructive feedback to team members.
  5. Customer Service: Handle escalated customer inquiries or complaints and ensure timely resolution. Work 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. Make data-driven decisions to optimize processes and achieve performance targets. Collaborate with other departments (e.g., IT, Marketing, Sales) to address cross-functional issues and improve overall customer satisfaction.
  7. Process Improvement: Identify opportunities for process improvement and efficiency gains. Implement changes to enhance the overall effectiveness of the call center operations.
  8. Adherence to Policies and Procedures: Ensure team members adhere to company policies, procedures, and compliance standards.

Benefits include a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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