Senior Customer Service Operations Manager

1 week ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Overview

As a seasoned Call Centre Manager, you will oversee the daily operations of our call centre in Lahore, ensuring seamless execution and exceptional customer experiences.

Key Responsibilities:

  • Manage call centre operations, including sourcing equipment, resource planning, and implementing effective call centre strategies.
  • Conduct needs assessments, performance reviews, and cost-benefit analyses to drive business growth.
  • Set and meet performance targets for speed, efficiency, sales, and quality.
  • Maintain accurate records and update relevant communications and data.
  • Advise clients on available products and services.
  • Liaise with supervisors, team leaders, operatives, and third parties to resolve issues and gather information.
  • Stay updated on industry developments and participate in professional networks.
  • Monitor random calls to enhance quality, minimize errors, and track operative performance.
  • Coordinate staff recruitment, write job adverts, and liaise with HR staff.
  • Review staff performance, identify training needs, and plan training sessions.
  • Record statistics, user rates, and centre performance levels.
  • Prepare reports on these statistics, rates, and performance levels.
  • Handle complex customer complaints or enquiries.
  • Organize shift patterns and staff numbers to meet demand.
  • Cultivate staff motivation and retention.
  • Coordinate bonus, reward, and incentive schemes.
  • Analyse data against budget figures on a weekly and/or monthly basis.

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