Call Center Operations Manager

7 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Description:

As a seasoned Call Center Manager, you will oversee the smooth operation of our call center, ensuring that customer service representatives are productive and efficient in handling customer inquiries and complaints. Your key responsibilities will include forecasting call volumes, configuring the telephone system to distribute calls uniformly among representatives, and monitoring productivity reports. Additionally, you will be responsible for maintaining recorded announcement menus, compiling work volume statistics, and expediting workflow.

Key Responsibilities:
  • Forecasting call volumes and manpower requirements
  • Maintaining call distribution system
  • Monitoring productivity of customer service representatives
  • Reviewing data to monitor hold times
  • Monitoring service calls
  • Compiling work volume statistics
  • Expediting workflow

Requirements:

To succeed in this role, you will require a Master's degree in Business Administration (MBA), Public Administration (MPA), or English, as well as three years of experience in contact management. You should possess excellent communication and interpersonal skills, with the ability to read, analyze, and interpret general business periodicals and professional journals. You will also need to be proficient in mathematical concepts such as exponents, logarithms, and permutations.

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