Contact Centre Team Lead

9 hours ago

Karachi, Sindh, Pakistan beBeeManager Full time 800,000 - 1,500,000

Job Overview:

The Contact Centre Manager role is a strategic leadership position that requires exceptional leaders to manage daily operations, drive sales, and improve quality.

Main Responsibilities:

  • Data-Driven Decision Making: Set and meet performance targets for speed, efficiency, sales, and quality
  • Daily Operations Management: Manage the daily running of the call centre, ensuring seamless customer interactions
  • Team Leadership: Liaise with supervisors, team leaders, operatives, and third parties to gather information and resolve issues
  • Industry Knowledge: Maintain up-to-date knowledge of industry developments and involvement in networks
  • Quality Monitoring: Monitor random calls to improve quality, minimize errors, and track operative performance
  • Talent Acquisition: Coordinate staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Performance Management: Review the performance of staff, identify training needs, and plan training sessions
  • Reporting: Record statistics, user rates, and the performance levels of the centre and prepare reports
  • Customer Engagement: Handle complex customer complaints or enquiries
  • Workforce Planning: Organize staffing, including shift patterns and the number of staff required to meet demand
  • Employee Retention: Coach, motivate, and retain staff and coordinate bonus, reward, and incentive schemes
  • Data Analysis: Forecasting and analysing data against budget figures on a weekly and/or monthly basis

Requirements:

  • Leadership Skills: Strategic understanding of all HR functions
  • Interpersonal Skills: Confident individual with exceptional leadership skills
  • Communication Skills: Strong interpersonal and communication skills
  • Teamwork: Excellent team player
  • Motivation: Self-motivated and bright personality willing to work flexible shifts

About the Role:

This is a challenging and rewarding opportunity for an experienced manager to lead a high-performing team and drive business growth.

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