Call Center Operations Manager

3 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Summary

In this leadership role, you will be responsible for overseeing the day-to-day operations of our call center. This includes sourcing equipment, effective resource planning, and implementing call center strategies to ensure seamless customer interactions.

Main Responsibilities:

  • Facility Setup and Management: Sourcing equipment, effective resource planning, and applying call center strategies to set up and manage the complete facility.
  • Customer Interaction: Managing customer inquiries, requests, orders, and complaints through calls, chats, and emails in a timely and professional manner.
  • Needs Assessments and Performance Reviews: Conducting needs assessments and performance reviews to identify areas for improvement and provide targeted support to staff.
  • Data Management: Ensuring all relevant communications and data are updated and recorded accurately.
  • Client Advisory: Advising clients on products and services available and recommending solutions that meet their needs.
  • Quality Monitoring: Monitoring random calls to improve quality, minimize errors, and track operations and sales performance.
  • Staff Development: Reviewing staff performance, identifying training needs, and planning training sessions to enhance skills and knowledge.
  • Reporting and Analytics: Preparing reports on statistics, ratings, and performance levels to inform business decisions.
  • Complex Complaints: Handling complex customer complaints or enquiries in a professional and empathetic manner.
  • Scheduling and Staffing: Organizing shift patterns and staffing levels to meet demand and ensure smooth call center operations.
  • Performance Metrics: Providing weekly and monthly reports on customer ratings for presales, after-sales, and operations support.
  • Operational Requirements: Fulfilling day-to-day requirements such as utilities and other needs for managing smooth call center operations.

Work Schedule

10am to 7:00pm PST

Requirements

Experience: 6+ years of experience in a related field.

Clients: Clientele from Europe, USA, and UK.

Leadership Skills: Proven leadership skills with past experience in leading departments.

Additional Skills

Excellent communication and problem-solving skills.

Able to work effectively in a team environment.

Familiarity with CRM software.

Education

Bachelor's degree in Business Administration or related field.

Language

Proficiency in English language.

Benefits

Competitive Salary

Opportunities for Growth and Development

Collaborative Work Environment

Recognition and Rewards

Professional Development Opportunities

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