Customer Service Operations Manager

22 hours ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

As a key member of our team, you will be responsible for the performance of the support center.

Key Responsibilities
  1. Managing the Daily Operations: You will oversee the daily operations of the support center, setting and meeting performance targets for speed, efficiency, sales, and quality. This includes forecasting, analyzing, and reporting KPI figures on a weekly and monthly basis to help achieve daily quantitative targets and service levels.
  2. Team Management: Organize staffing, including shift patterns and the number of staff required to meet demand. Review the performance of staff, identify training needs, and plan training sessions. Prepare rosters for the support center team, coach, motivate, and retain staff, and coordinate bonus, reward, and incentive schemes.
  3. Quality Monitoring: Monitor random reviews and customer support emails to improve quality, minimize errors, and track operative performance. Mystery call reporting and analysis, recording statistics, user rates, and performance levels of the center are also part of your responsibilities. Prepare reports, handle complex customer complaints or enquiries, follow up on all activities, and share team workload. Provide action plans to agents based on call findings and maintain up-to-date industry developments.


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