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Call Center Operations Specialist

2 weeks ago

Islamabad, Islamabad, Pakistan beBeeCustomerExperience Full time $60,000 - $95,000
Job Summary:

We are seeking an experienced professional to oversee the day-to-day operations of our call center, ensuring exceptional customer service and operational excellence.

Main Responsibilities:

  • Manage inbound and outbound call center activities around the clock.
  • Develop strategies to enhance service levels, response times, and operational efficiency.
  • Monitor key performance indicators (KPIs) such as resolution time, response time, and conversion rates, and drive improvements.
  • Collaborate with marketing and sales teams to design outreach programs using social media platforms to generate leads.
  • Ensure compliance with industry regulations and quality standards.
  • Forecast call volumes and adjust staffing schedules to meet demand.
    • Lead, mentor, and motivate a team of call center agents.
    • Conduct performance evaluations, provide coaching, and implement training programs to enhance agent skills.
      • Maintain high-quality customer experiences by adhering to exceptional service standards and resolving escalated issues promptly.
      • Analyze customer feedback and call recordings to identify trends and implement corrective actions.
      • Work closely with cross-functional teams to track customer issues towards resolution.
      Essential Skills and Qualifications:
      • Expertise in both inbound and outbound call center operations.
      • Experience supporting or selling technology products in international markets.
      • Strong knowledge of call center KPIs and CRM systems.
      • Exceptional leadership, communication, and problem-solving skills.
      • Proficiency in data analysis and reporting.
      Requirements:
      • 7+ years of experience in call center management. Minimum education: Bachelor's degree in Business Administration or Computer Sciences.