Call Centre Supervisor

2 days ago


Lahore, Punjab, Pakistan HNS Global Outsourcing Private Limited Full time

HNS Global Outsourcing Private Limited is seeking a skilled Call Centre Manager to lead our team in Bahria Town Lahore. This is an exciting opportunity for an experienced professional to take charge of our call centre operations and drive results.

Key Responsibilities

  1. Manage the day-to-day activities of the call centre, including resource planning, equipment sourcing, and implementing effective call centre strategies.
  2. Conduct needs assessments, performance reviews, and cost/benefit analyses to ensure optimal performance.
  3. Set and meet performance targets for speed, efficiency, sales, and quality.
  4. Ensure all relevant communications and data are updated and recorded accurately.
  5. Provide expert advice to clients on products and services available.
  6. Liaise with supervisors, team leaders, operatives, and third parties to gather information and resolve complex issues.
  7. Stay up-to-date with industry developments and participate in networks to maintain expertise.
  8. Monitor random calls to improve quality, minimize errors, and track operative performance.
  9. Coordinate staff recruitment, create job adverts, and collaborate with HR staff.
  10. Review staff performance, identify training needs, and plan training sessions to enhance skills.
  11. Record statistics, user rates, and performance levels of the centre.
  12. Prepare reports on these statistics, rates, and performance levels.
  13. Handle complex customer complaints or enquiries effectively.
  14. Organize shift patterns and determine the number of staff required to meet demand.
  15. Coach, motivate, and retain staff to ensure high performance.
  16. Develop and implement bonus, reward, and incentive schemes.
  17. Analyse data against budget figures on a weekly and/or monthly basis.

Requirements

  1. Experience:
  2. Minimum 3 years of experience in a call centre environment.
  3. At least 2 years of experience in a leadership role (e.g., Team Lead, Supervisor, or Manager).

Job Specification

  1. Skills:
  2. Excellent IT skills.
  3. Call Centre software and Dialler experience.
  4. Proven ability to manage teams and drive results.
  5. Strong communication and interpersonal skills.
  6. Analytical mindset with expertise in call centre metrics and reporting.

Job Type: Full-time

Job Rewards and Benefits: Incentive Bonus, Leaves, Transport


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