Call Centre Operations Manager

1 day ago


Karachi, Sindh, Pakistan beBee Careers Full time

The role of a Call Centre Manager involves overseeing the daily operations of an inbound and outbound call centre in Karachi.

  1. Key responsibilities include managing the recruitment process, setting up the facility, sourcing equipment, and applying effective call centre strategies and operations.
  2. The successful candidate will be responsible for receiving calls, chats, and emails from customers, resolving queries, requests, orders, and complaints in a timely manner.
  3. This position requires strong analytical skills to conduct needs assessments, performance reviews, and cost/benefit analyses.
  4. The Call Centre Manager will be responsible for ensuring all relevant communications and data are updated and recorded accurately.
  5. Effective communication is key to advising clients on products and services available.
  6. The manager will monitor random calls to improve quality, minimize errors, and track operations and sales performance.
  7. Additionally, the role involves reviewing staff performance, identifying training needs, and planning training sessions.
  8. The Call Centre Manager will be responsible for recording statistics for rating agents and the performance levels of the centre.
  9. Regular reports on these statistics, ratings, and performance levels will be prepared.
  10. The manager will also handle complex customer complaints or enquiries.
  11. Shift patterns and staff numbers will need to be organized to meet demand.
  12. Weekly and monthly reports on customer ratings for presales, aftersales, and operations support will be provided.

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