Call Centre Specialist

6 days ago

Lahore, Punjab, Pakistan beBeeSpecialist Full time
Job Summary

We are seeking a skilled Call Centre Specialist to join our team. As a vital member of our call centre operations, you will be responsible for monitoring our real-time performance, tracking key metrics, and ensuring smooth operations.

This role requires strong attention to detail, active listening skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities
  1. Live Monitoring: Watch call queues, agent availability, and system performance in real-time.
  2. Performance Tracking: Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
  3. Quick Adjustments: Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
  4. Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
  5. Basic Reporting: Help create daily or intraday reports on call centre performance.
  6. Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.
Requirements

To succeed in this role, you should have:

  • 1-2+ years of experience in a call centre, preferably in a customer service, real-time monitoring, or operations support role.
  • A Bachelor's degree is preferred, but relevant experience is highly valued.
  • Shift timings: Morning with weekends on (Alternate day off)
  • Skills:
    • Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
    • Comfortable with call centre software and MS Excel.
Why This Role Matters

This role is critical to our call centre's success, and we offer:

  • A dynamic and supportive team environment.
  • Competitive salary and opportunities for growth.

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