Customer Service Operations Director

6 hours ago

Saddar Town, Pakistan beBee Careers Full time
Call Center Manager

We are seeking an experienced Call Center Manager to lead our customer service operations.

About the Role:

  1. This is a leadership position that requires exceptional communication and interpersonal skills, as well as the ability to manage and motivate a team of customer service representatives.
  2. The successful candidate will be responsible for overseeing the day-to-day operations of the call centre, including managing call volumes, resolving customer complaints, and implementing process improvements.
  3. They will also be responsible for developing and implementing training programs, monitoring performance metrics, and identifying areas for improvement.
  4. This role requires strong analytical and problem-solving skills, as well as the ability to work under pressure and meet deadlines.
  5. The ideal candidate will have a proven track record in call centre management, excellent communication and leadership skills, and the ability to work collaboratively with other departments.

Key Responsibilities:

  • Manage call centre operations, including staffing, scheduling, and resource allocation.
  • Analyze performance metrics, identify trends and areas for improvement, and develop strategies to address them.
  • Develop and implement training programs to enhance staff knowledge and skills.
  • Oversee the resolution of customer complaints and issues in a timely and professional manner.
  • Liaise with internal stakeholders, including sales, marketing, and customer support teams.
  • Collaborate with external partners, including vendors and suppliers.

Requirements:

  • Degree in a relevant field.
  • Proven experience in call centre management, preferably in a supervisory or leadership role.
  • Excellent communication and interpersonal skills, with the ability to motivate and lead a team.
  • Able to work under pressure and meet deadlines, with a strong focus on delivering results.
  • Familiarity with IT systems and tools, including CRM software and phone systems.

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