Call Centre Director

2 days ago

Lahore, Punjab, Pakistan beBeeLeader Full time
Key Call Centre Leadership Position

Experienced English-speaking professionals are required to lead a call centre in Bahria Town Lahore, overseeing daily operations and implementing effective strategies.

  1. Head up call centre daily activities, including resource planning and strategy execution.
  2. Conduct performance reviews and cost/benefit analyses.
  3. Establish and meet performance targets for speed, efficiency, sales, and quality.
  4. Ensure all relevant communications and data are updated and recorded.
  5. Provide clients with information on available products and services.
  6. Liaise with team leaders, operatives, and third parties to gather information and resolve issues.
  7. Maintain knowledge of industry developments and participate in professional networks.
  8. Monitor random calls to improve quality and track operative performance.
  9. Coordinate staff recruitment and collaborate with HR staff.
  10. Review staff performance, identify training needs, and plan training sessions.
  11. Record statistics, user rates, and the performance levels of the centre.
  12. Prepare reports on these statistics, rates, and performance levels.
  13. Handle complex customer complaints or enquiries.

Job Requirements

  • Experience:
  • Minimum 3 years of experience in a call center environment.
  • At least 2 years of experience in a leadership role (e.g., Team Lead, Supervisor, or Manager).

Key Job Skills

  • Excellent IT skills.
  • Call Centre software and Dialler experience.
  • Proven ability to manage teams and drive results.
  • Strong communication and interpersonal skills.
  • Analytical mindset with expertise in call center metrics and reporting.

Job Type: Full-time

Benefits: Incentive Bonus, Leaves, Transport

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