Call Center Operations Manager

1 week ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Title: Call Center Team Lead

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Overview

We are seeking an experienced and skilled team leader to oversee our call center operations. The ideal candidate will have a proven track record of managing high-performing teams, leading by example, and ensuring exceptional customer service.

Duties & Responsibilities

The successful candidate will be responsible for:

  1. Forecasting call volumes and adjusting staffing levels accordingly;
  2. Maintaining the call distribution system to ensure efficient call handling;
  3. Monitoring productivity and generating reports to identify areas for improvement;
  4. Reviewing data to optimize customer experience and minimize wait times;
  5. Maintaining harmony among team members and resolving conflicts effectively;
  6. Preparing composite reports from individual reports submitted by team members;

Supervisory Responsibilities

The team lead will be responsible for overall direction, coordination, planning, assigning, and directing work to achieve business objectives. This includes but not limited to:

  • Managing subordinates to ensure they meet performance targets;
  • Coaching and developing team members to enhance their skills and abilities;
  • Identifying opportunities for process improvements and implementing changes as needed;
  • Staying up-to-date with industry trends and best practices to remain competitive;

Required Skills and Qualifications

To succeed in this role, you will need:

  • An MBA, MPA, or equivalent Masters degree; one year minimum outbound call center experience as a Team Lead from a well-reputed call center;
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations;
  • Strong communication and interpersonal skills, with the ability to present information to groups of managers, clients, customers, and the general public;
  • Mathematical skills, including the application of advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations;
  • Reasoning ability, with the capacity to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists;

Benefits

This is a challenging yet rewarding role that offers:

  • A competitive salary package;
  • Ongoing training and development opportunities;
  • Collaborative and dynamic work environment;
  • Opportunities for growth and advancement within the organization;

Others

Please note that we value diversity and equal opportunities. We welcome applications from qualified candidates who share our commitment to delivering exceptional customer service.

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