Senior Call Centre Operations Executive

12 hours ago


Karachi, Sindh, Pakistan beBeeManagement Full time
Call Center Manager

Key Responsibilities:

  1. Facility Setup and Management: Source equipment, plan resources, and implement call center strategies.
  2. Customer Service: Handle customer inquiries, requests, orders, and complaints via calls, chats, and emails.
  3. Performance Analysis: Conduct needs assessments, performance reviews, cost/benefit analyses, and update relevant communications and data.
  4. Client Advising: Inform clients about available products and services.
  5. Quality Control: Monitor random calls to improve quality, minimize errors, and track operations and sales performance.
  6. Staff Performance: Review staff performance, identify training needs, and plan training sessions.
  7. Reporting: Record statistics for rating agents and the performance levels of the centre, and prepare reports on these statistics.
  8. Complex Complaint Handling: Address complex customer complaints or enquiries.
  9. Scheduling: Organize shift patterns and staff numbers to meet demand.
  10. Reporting: Provide weekly, monthly reports on customer ratings.

Job Schedule: 10am - 7:00pm PST

Requirements:

  • 6+ years of experience
  • Leadership skills and past experience in leading a department
  • Work with clientele from Europe, USA, and UK

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