Call Center Operations Manager

7 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Call Center Operations Manager

This is an exciting opportunity to lead a team of customer service representatives and drive business success through effective call center operations. The successful candidate will oversee daily activities, monitor performance, and identify areas for improvement.

Main Responsibilities:

  • Team Leadership: Manage, motivate, and guide a team of agents to achieve individual and team KPIs.
  • Performance Monitoring: Regularly evaluate and review agent performance, including call quality, sales targets, and customer satisfaction scores.
  • Training and Development: Provide ongoing coaching, feedback, and training to enhance team members' skills and ensure consistent performance improvements.
  • Escalation Handling: Act as the first point of contact for escalated customer issues, resolving complaints efficiently and professionally.
  • Reporting: Generate and present regular performance reports highlighting key metrics, challenges, and achievements.
  • Process Improvement: Identify areas of operational inefficiency and work with the management team to implement solutions and optimize workflows.
  • Motivation and Engagement: Foster a positive and productive work environment by recognizing achievements, addressing issues proactively, and promoting team collaboration.
  • Scheduling and Workforce Management: Assist in creating and managing work schedules to ensure adequate staffing levels to meet call volumes.
  • Compliance and Protocol: Ensure team members adhere to company policies, call center protocols, and industry standards.

Required Skills & Qualifications:

  • Education: A bachelor's degree in business, communications, or a related field.
  • Experience: A minimum of 5 years experience working in a call center environment, with at least 2 years in a supervisory or leadership role.
  • Leadership: Proven ability to lead, motivate, and manage a team of agents in a fast-paced environment.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to handle complex customer issues and effectively coach team members.
  • Problem-Solving: Strong critical thinking and problem-solving abilities, with experience handling escalated customer situations.
  • Performance Management: Experience in setting goals, tracking performance metrics, and providing feedback to improve agent productivity.
  • Tech Savvy: Proficiency in using call center software, CRM systems, and other customer service tools.
  • Multitasking: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
  • Adaptability: Flexible and able to thrive in a dynamic, constantly changing environment.
  • Customer Focus: Passion for delivering outstanding customer service and continuously improving the customer experience.

Benefits:

  • Competitive salary with performance-based bonuses.
  • Access to professional development and training opportunities.
  • Opportunities for career advancement and professional growth.
  • Recognition programs.

Work Environment:

  • You will be working in a fast-paced call center environment, requiring flexibility to work evenings, weekends, or holidays based on business needs.

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