Senior Call Center Operations Manager

23 hours ago

Islamabad, Islamabad, Pakistan beBeeCustomer Full time $80,000 - $120,000
Job Title

We are seeking a highly skilled professional to oversee our call center operations. This role involves leading a team of customer service representatives and ensuring that they deliver exceptional customer experiences.

Key Responsibilities
  • Oversee the day-to-day activities of the call center, including inbound and outbound calls, customer interactions, and quality control processes.
  • Develop and implement strategies to improve customer satisfaction, response times, and operational efficiency.
  • Monitor key performance indicators (KPIs) such as resolution time, response time, service level, and conversion rates.
  • Work closely with marketing and sales teams to develop outreach programs and generate leads.
  • Manage leads generated from web and other outreach programs.
  • Ensure compliance with industry regulations and quality standards.
  • Forecast call volumes and adjust staffing schedules accordingly.
  • Lead, mentor, and motivate a team of customer service representatives.
  • Conduct performance evaluations, provide coaching, and implement training programs to enhance agent skills.
  • Analyze customer feedback and call recordings to identify trends and implement corrective actions.
  • Collaborate with other departments to track customer issues and ensure timely resolutions.
Requirements
  • Expertise in both inbound and outbound call center operations.
  • Experience in supporting or selling technology products in international markets.
  • Strong knowledge of call center KPIs, CRM systems, and data analysis.
  • Excellent leadership, communication, and problem-solving skills.
  • Proficiency in data analysis and reporting.
Qualifications
  • 7+ years of experience in call center management.
  • Bachelor's degree in Business Administration or Computer Sciences.
Location
  • Islamabad (on-site)

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