Operations Excellence Manager

2 days ago

Lahore, Punjab, Pakistan beBeeCustomer Full time 900,000 - 1,200,000

Job Title: Operations Excellence Manager

Reporting to the Senior Management, you will play a critical role in ensuring seamless operations and customer satisfaction in our contact center.

Key Responsibilities:
  • Lead and motivate Team Leaders and Officers-Inbound to achieve operational targets, develop employee potential, and foster a positive work environment.
  • Supervise and monitor call queues to ensure optimal distribution and prevent delays, maximizing calls answered within stipulated time frames.
  • Ensure effective management of Officers-Inbound, consistent service levels, and adherence to key performance indicators (KPIs).
  • Analyze team and individual performance using call metrics and reports, identifying areas for improvement and setting actionable goals.
  • Review MIS reports and performance scorecards regularly, meeting or exceeding key metrics.
  • Identify trends in performance data, propose strategies to improve efficiency and boost customer satisfaction.
  • Collaborate with other departments to ensure smooth operations and alignment on service delivery expectations.
Required Skills and Qualifications:
  • Leadership and motivation skills to drive team performance.
  • Effective communication and coaching abilities to enhance employee development.
  • Strong analytical skills to interpret performance data and set achievable goals.
  • Ability to work under pressure, managing multiple priorities and deadlines.
Benefits:
  • Opportunity to lead a dynamic team and contribute to customer satisfaction.
  • Chance to develop leadership and analytical skills.
  • Competitive compensation and benefits package.

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