Call Center Manager

Wellbeinggreen; Karachi Division; On-site; PKR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic call center manager to lead training and development initiatives. In this pivotal role, you will establish training programs for new hires and current staff, ensuring top-notch service delivery. You will collaborate with various departments to enhance operational efficiencies and maintain high customer service standards. Your analytical skills will be crucial in evaluating program metrics and driving improvements. This is an exciting opportunity to make a significant impact in a fast-paced environment, fostering team growth and achieving ambitious goals.

Qualifications

• 5+ years experience in a leadership role with a focus on coaching and development.
• Strong background in sales and marketing with a proven track record.

Responsibilities

• Develop and implement training programs for new hires and current staff.
• Manage scheduling and improve operational efficiencies in the call center.
• Analyze program metrics to recommend improvements and enhance performance.

Skills

Leadership

Coaching

Sales and Marketing

Analytical Skills

Communication

Job description

- Establishes new hire training program as well as continued training of current staff to ensure
'best in class' service.
- Manages scheduling based on forecasted volumes.
- Develops and implements Policies and Procedures that will lead to improved efficiencies.
- Contributes to call centre's success by partnering with other managers to continually review and improve operating procedures, while maintaining high levels of customer service and accuracy.
- Provides 'hands on' problem resolution for staff.
- Acts as a conduit between Wellbeinggreen Services and all other functional areas.
- Stays updated on industry trends, regulations, and ensures compliance with Australian federal and state government regulations.
- Works with Human Resources to evaluate current staff, identify areas for improvement and where needed, draft and monitor corrective action plans.
- Participate in the planning, development, implementation, and management of call centre sales programs.
- Assist in improving program performance through the evaluation and analysis of program metrics and developing action plans to obtain the potential improvements.
- Through the analysis of program metrics, recommend improvements to call centre sales scripts and process.
- Develop competitive analysis to compare performance across centres.
- Assist in the refinement of sales ordering process to improve call centre performance.
- Development and execution of regular call centre business reviews/quarterly reviews, and drive the goal setting process with each centre.
- Hold weekly status calls with each centre to discuss performance and goals.
- Review, monitor, document, and report on call centre programs through reviews of key performance indicators and service levels.
- Create Quality Assurance program that tracks common issues by program/ by centre.
- Identify, minimize, and eliminate common QA issues.
- Oversee and enhance customer escalation process.

Job Specification

- Minimum 5 years experience within a similar capacity.
- Must have leadership experience with demonstrated success in coaching and developing employees to achieve aggressive goals.
- Must have sales and marketing experience.
- An excellent communicator and an analytical mind.
- A computer savvy professional capable of managing to big picture goals and metrics

Information Technology and Services - Karachi, Pakistan