Call Center Operations Director

3 days ago

Karachi, Sindh, Pakistan beBeeCustomerExperience Full time

The Role:

  • We are seeking a seasoned Duty Operations Manager to oversee and drive the performance of our Call Center team, ensuring seamless operations, excellent customer experience, and maximum sales.

Key Responsibilities:

  1. Develop and execute sales targets for assigned teams to achieve business objectives, driving efficiency and providing expert guidance on best practices.
  2. Plan and manage work schedules and duty rosters for Inbound teams to meet business requirements and objectives, monitoring adherence, attendance, leave, and overtime records.
  3. SUPERVISE call center agents, monitoring day-to-day performance to ensure smooth operations; handle customer inquiries and complaints through various channels.
  4. Ensure accurate product information is communicated to customers; monitor sales performance and revenue achievement.
  5. Collaborate with supervisors and managers in daily operations, providing on-the-floor support and guidance to agents.

Additional Responsibilities:

  • Conduct individual/team performance assessments weekly, highlighting pitfalls and recommending improvements.
  • Partner with supervisors/managers to develop development plans for team members, including coaching, mentoring, counseling, training, and assessments.
  • Analyze customer service trends; identify gaps and recommend improvements to enhance customer experience.
  • Maintain Contact Center technical facilities, systems, tools, and equipment in coordination with suppliers and IT division.
  • Perform additional responsibilities as advised by line manager/supervisor.

Requirements:

  • Bachelor's degree in Management or equivalent.
  • Proficient in technology systems and tools; skilled in Microsoft Office.
  • Fluent in English.

Work Experience:

  • 4+ years in a similar role, preferably in aviation; low-cost airline experience a plus.
  • Knowledge of Call/Contact Center technological systems and tools.
  • Proven analytical skills; ability to identify problems and recommend effective solutions.
  • Cost-oriented, with persuasive, negotiation, problem-solving, and decision-making skills.
  • Ability to use technical expertise and interpersonal relations to implement new initiatives supporting company goals.
  • Effective communication skills for building sales and marketing techniques.
  • Ability to work under pressure for long hours.
  • Pakistani National.

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