Contact Centre Operations Lead

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

As a key player in our organization, the Contact Centre Operations Manager assumes a pivotal role in spearheading the day-to-day operations of one or more contact centres. This position entails meticulous planning and coordination to ensure seamless execution of tasks, encompassing forecasting manpower needs, collaborating with relevant departments, and upholding adherence to company policies and procedures.

This demanding role necessitates exceptional decision-making skills to continually enhance performance and meet stringent key performance indicators (KPIs). The successful candidate will possess outstanding communication and leadership abilities, as well as the capacity to identify areas for improvement and implement constructive changes.

Main Responsibilities

  • Develop and coordinate the operation of one or more contact centres, incorporating forecasting manpower needs and facilities requirements into strategic plans.

  • Making informed decisions to continuously improve performance and meet KPIs, working closely with relevant departments and teams.

  • Identify and coordinate the needs of the contact centre(s) with other departments, ensuring effective communication and collaboration.

  • Raise awareness and reinforce company rules, regulations, and policies among contact centre staff.

  • Maintain a continuous improvement mindset, monitoring call reasons and customer needs to optimize the contact centre experience.

  • Regularly assess workload and headcount requirements, identifying opportunities to enhance resource utilization and efficiency.

  • Collaborate with the Training and Development team to arrange training programs that address skill gaps and enhance employee performance.

  • Ensure the adoption of best practices from international contact centres, promoting innovation and excellence in our operations.

  • Empower contact centre leaders to make informed decisions, leveraging their expertise to drive business growth and success.

  • Oversee projected business transactions and ensure high conversion rates, driving revenue growth and customer satisfaction.

Key Requirements

  • Demonstrate strong analytical and problem-solving skills, with the ability to make informed decisions.

  • Exhibit excellent communication and interpersonal skills, with experience in leading cross-functional teams.

  • Show the ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

  • Familiarity with quality management systems and processes, with experience in maintaining high service standards.

  • Knowledge of CRM software and its applications in contact centre operations.

  • Contact Centre Representative

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Contact Centre PositionWe are looking for an experienced Contact Centre Representative to provide exceptional customer service and support.This role involves handling customer communications, resolving issues, and providing solutions to ensure a positive customer experience.Main DutiesEffective Communication: Strong verbal and written communication skills...

  • Call Centre Operations Specialist

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Team Development ManagerThe ideal candidate will be responsible for developing and leading the Call Centre Team. This includes providing guidance on call centre operations and managing relationships with higher management.

  • Data Centre Operations Specialist

    2 weeks ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job Title: Data Centre Operations SpecialistJob Description:The ideal candidate will be responsible for the physical and online monitoring of data centre facility equipment. They will also monitor and maintain data centre cooling and electrical systems, ensuring that they are running efficiently and effectively.Responsibilities:Monitor and maintain data...

  • Senior Call Centre Lead

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Call Centre Management PositionThis role requires an experienced professional to manage call centre operations and project management responsibilities. Key tasks include training team members and ensuring effective communication with management.

  • Data Centre Assistant

    4 weeks ago

    Islamabad, Islamabad, Pakistan National University of Sciences and Technology (NUST) Full time

    Job Description:Qualification & Experience:Essential:DAE (HVAC / Refrigeration & Air conditioning) from a technical board.03 Years Hands-On Experience in handling Data Centre Cooling System Operations in a relevant field.Desirable:B Tech (HVAC / Refrigeration & Air conditioning) from a technical board.05 Years Hands-On Experience in handling Data Centre...

  • Data Centre Assistant

    4 weeks ago

    Islamabad, Islamabad, Pakistan National University of Sciences and Technology (NUST) Full time

    Job DescriptionWe are seeking a qualified Data Centre Facility Operations Technician to manage electrical, cooling, fire detection, and suppression systems.Qualification & ExperienceEssential:DAE (Electrical / IT) from a recognized technical board.3 years of hands-on experience in Data Centre operations, specifically in electrical and cooling...

  • Data Centre Systems Technician

    2 weeks ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job TitleData Centre AssistantAbout the RoleWe are seeking a qualified professional to manage electrical, cooling, fire detection, and suppression systems in a data centre environment.Key ResponsibilitiesMonitor and maintain data centre equipment such as UPS, electrical panels, and cooling systems.Troubleshoot and repair infrastructure issues to ensure...

  • Call Centre Team Leader

    2 weeks ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Candidate will be responsible for leading the Call Centre Team.Job ResponsibilitiesInternal training to the call centre team and shift administration.Liaising between call centre agents and higher management.RequirementsWell-experienced with call centre operations and project management required.Work LocationInformation Technology and Services - Islamabad,...

  • Call Centre Operator

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    The Call Centre Assistant position requires a highly organized and efficient individual who can multitask effectively. The ideal candidate will have excellent problem-solving skills, be able to work under pressure and maintain confidentiality.About the Role:The Call Centre Assistant will be the primary point of contact for customers, providing information...

  • Senior Call Centre Manager

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    %h1>Leading the Way in Customer Service %/h1>We're seeking an accomplished Senior Call Centre Operations Manager to join our team and lead our call centre to even greater heights. As a key member of our leadership team, you'll be responsible for overseeing the day-to-day activities of the call centre and driving results through your exceptional leadership...