
Contact Center Senior Specialist
1 day ago
Role Overview
We are seeking a highly experienced Call Center Supervisor to join our team at NADRA Technologies Ltd. The successful candidate will have a strong background in customer service and team management, with a proven track record of delivering high-quality results.
Key Performance Indicators (KPIs):
- TEAM PERFORMANCE: LEAD AND DEVELOP A HIGH-PERFORMING CALL CENTER TEAM TO DELIVER EXCELLENT CUSTOMER EXPERIENCES.
- CALL CENTER PERFORMANCE: MONITOR AND ANALYZE CALL CENTER PERFORMANCE TO IDENTIFY AREAS FOR IMPROVEMENT.
- TRAINING AND DEVELOPMENT: DEVELOP AND IMPLEMENT EFFECTIVE TRAINING PROGRAMS TO ENHANCE SKILLS AND KNOWLEDGE.
- CALL VOLUME, RESOLUTION, AND CUSTOMER SATISFACTION: MANAGE AND ANALYZE CALL VOLUME, RESOLUTION, AND CUSTOMER SATISFACTION METRICS.
- QUALITY ASSURANCE: CONDUCT REGULAR QUALITY ASSURANCE CHECKS TO ENSURE EXECUTIVES MEET ORGANIZATIONAL STANDARDS.
- REPORTING AND ANALYSIS: PREPARE AND ANALYZE REPORTS TO TRACK TEAM PERFORMANCE.
- STAKEHOLDER MANAGEMENT: COMMUNICATE EFFECTIVELY WITH STAKEHOLDERS TO ENSURE ALIGNMENT AND BUY-IN.
Essential Skills and Qualifications:
- Bachelor's degree in Business Administration or Mass Communication.
- Minimum 2 years of experience working in call centers.
- Excellent oral communication skills in Balochi, Brahui, Hazargi, Tajiki, and Pushto.
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