Customer Experience Manager

2 days ago

Islamabad, Islamabad, Pakistan LMKR Full time 9,000,000 - 12,000,000 per year

Job Summary:

We are seeking an experienced
Manager Customer Experience
to oversee
inbound and outbound call center operations
, ensuring high-quality customer service, operational efficiency, and performance excellence. The ideal candidate will have a strong background in call center management for selling or supporting technology products in international markets.

Job Responsibilities:

  • Oversee around the clock operations of
    inbound (customer service, support) and outbound (sales, surveys)
    call center activities.
  • Develop and implement call center strategies to improve
    service levels, response times, and operational efficiency
    .
  • Monitor call center metrics (e.g.,
    Resolution Time, Response Time, Service Level, Conversion Rates
    ) and implement improvements.
  • Work with Marketing and Sales to develop outreach programs using LinkedIn Sales Navigator and other platforms to generate leads
  • Manage leads generated from web and other outreach programs.
  • Ensure compliance with company policies, 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.
  • Ensure high levels of
    customer satisfaction
    by maintaining service quality and resolving escalated issues.
  • Analyze customer feedback and call recordings to identify trends and implement corrective actions.
  • Work closely with other departments (PMO, SME and Engineering) to track customer issues towards resolution.

Required Skills:

  • Expertise in both inbound and outbound call center operations.
  • Experience in supporting or selling technology products (software, IT services etc) in North America, Europe or Middle East.
  • Strong knowledge of
    call center KPIs, CRM systems (e.g., Salesforce, MS Dynamics)
  • Excellent leadership, communication, and problem-solving skills.
  • Proficiency in data analysis and reporting.

Experience

  • 7+ years of experience in call center management, with
    Education/Qualification.
  • Minimum:
    Bachelor's degree
    in Business Administration or Computer Sciences.

Location

  • Islamabad(on-site)

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