Senior Customer Service Operations Manager

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Call Center Floor Manager

This role is responsible for leading a team of Call Center Leads and overseeing call center operations to achieve performance goals. The ideal candidate should have excellent leadership skills and be able to motivate and coach their team members to improve productivity.

Key Responsibilities
  1. Forecasting and Staffing: Forecast volumes of calls and adjust staffing levels accordingly, taking into account day of week, sales promotions, and other anticipated events.
  2. Productivity Monitoring: Monitor the productivity of customer service representatives and generate regular reports to identify areas for improvement.
  3. Coaching and Feedback: Observe employee demeanor, technical accuracy, and adherence to company policies during service calls, providing feedback and guidance as needed.
  4. Customer Complaints: Answer customer complaints and recommend corrective services to address their concerns.
  5. Menu Updates: Maintain recorded announcement menus and make updates based on time of day, day of week, or holidays.
  6. Work Procedures: Determine work procedures, prepare schedules, and optimize workflow to improve efficiency.
  7. Standardization: Study and standardize procedures to enhance the productivity of subordinates.
  8. Team Harmony: Maintain harmony among workers and resolve any grievances that may arise.
  9. Reporting: Compile composite reports from individual reports submitted by subordinates.
Supervisory Role

The Call Center Floor Manager is responsible for overall direction, coordination, planning, assigning, and directing work to achieve team objectives.

Requirements

Skills:
The ideal candidate should possess excellent communication skills and be able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. They should also be able to write clear, concise reports, business correspondence, and procedure manuals. Effective presentation and public speaking skills are required to communicate with groups of managers, clients, customers, and the general public.

Mathematical Skills:
The successful candidate should be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. They should be able to interpret a range of instructions furnished in written, oral, diagram, or schedule form.

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