Call Center Operations Manager

6 hours ago


Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
Job Overview

We are seeking an experienced Call Center Operations Manager to join our team. The ideal candidate will have a proven track record of success in managing call center operations, including team leadership, process improvement, and customer experience enhancement.

Main Responsibilities
  • Develop and implement call center strategies to improve customer satisfaction and loyalty.
  • Manage a team of customer service representatives, providing coaching, training, and feedback to ensure they meet performance expectations.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes to enhance overall customer experience.
  • Collaborate with other teams to identify opportunities for process improvements that can enhance customer experience and reduce operational costs.

Essential Qualifications
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum 3 years of experience in a call center management role.
  • Proven track record of success in driving customer satisfaction and loyalty.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.


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