
Customer Service Director
2 days ago
We are looking for a seasoned Customer Service Director to join our team at HNS Global Outsourcing Private Limited in Bahria Town Lahore. As a key member of our leadership team, you will be responsible for leading our contact centre operations and driving business growth.
Responsibilities
- Lead the daily activities of the contact centre, including staff management, resource allocation, and performance monitoring.
- Develop and implement effective call centre strategies to meet business objectives.
- Conduct regular needs assessments, performance reviews, and cost/benefit analyses to ensure optimal performance.
- Set and meet performance targets for speed, efficiency, sales, and quality.
- Collaborate with cross-functional teams to achieve business goals.
- Stay up-to-date with industry trends and best practices.
- Maintain accurate records of customer interactions and feedback.
- Develop and implement training programs to enhance staff skills.
- Monitor and analyse data to inform business decisions.
- Handle complex customer complaints or enquiries effectively.
- Organize shift patterns and determine the number of staff required to meet demand.
- Coach, motivate, and retain staff to ensure high performance.
- Develop and implement bonus, reward, and incentive schemes.
- Analyse data against budget figures on a weekly and/or monthly basis.
Requirements
- Experience:
- Minimum 3 years of experience in a call centre environment.
- At least 2 years of experience in a leadership role (e.g., Team Lead, Supervisor, or Manager).
Job Specification
- 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 centre metrics and reporting.
Job Type: Full-time
Job Rewards and Benefits: Incentive Bonus, Leaves, Transport
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