Customer Relationship Development Manager

6 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Description:

This role is focused on campaign development, customer relationship management, and ensuring high standards of performance are met. As a key member of the team, you will be responsible for coordinating updates and communicating effectively with teams.

Main Responsibilities:
  • Act as a subject matter expert for inquiries, collaborating with team coaches to ensure that all process updates are understood and communicated to their respective teams.
  • Performance manage assigned Team Coaches through report analysis, individual feedback, and weekly meetings.
  • Participate in recruitment processes and oversee the Customer Service (Contact Center) team.
  • Implement policies and procedures for quality control systems in the Contact Center.
  • Maintain a proper work environment aligned with the company's code of conduct.
  • Promote professionalism within the contact centre environment.
  • Ensure delivery of the highest level of quality customer care based on pre-defined benchmarks.
  • Drive Sales targets by working closely with Supervisors.
  • Collaborate with WFM/Tech and relevant teams during system issues/outages to resolve them.
  • Share relevant reports with Supervisors.
  • Address agent concerns regarding adherence, attendance, performance, and issues with relevant departments.
  • Set and meet performance targets for efficient sales and quality.
  • Monitor random calls to improve quality, minimize errors, and track operative performance.
  • Excel at client management, account management, and team management.
Qualifications and Skills:
  • Degree or higher qualification.
  • Analytical skills.
  • Excellent written and verbal English communication skills.
  • Strong leadership and management abilities.
  • Effective coaching skills.


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