
Customer Service Operations Manager
4 days ago
About the Role
We are seeking an experienced Call Center Operations Manager to join our team. As a key member of our operations department, you will be responsible for leading the daily operations of the contact center, driving business growth, and delivering exceptional customer service.
Responsibilities- Operational Management: Oversee the day-to-day activities of the contact center, ensuring smooth operations and high-quality customer service.
- Team Leadership: Lead and motivate a team of call center agents, providing guidance, support, and development opportunities.
- Performance Metrics: Develop and track key performance indicators (KPIs) to measure team performance, identifying areas for improvement and implementing corrective actions.
- Process Improvement: Analyze and optimize call center processes, implementing changes to enhance efficiency, productivity, and customer satisfaction.
- Minimum 3 years' experience in call center operations and management.
- Proven track record of achieving business objectives and driving growth.
- Demonstrated expertise in leadership, teamwork, and customer service.
- Strong analytical and problem-solving skills.
This role is based in Rawalpindi, Pakistan.
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