Contact Center Operations Manager

Systems Limited; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Systems Limited is seeking a Manager Contact Center Operations to lead contact center teams, drive performance, and optimize workforce planning and service delivery. The role will be responsible for managing team performance, optimizing staffing and scheduling, handling escalations, and ensuring compliance with industry standards while identifying opportunities to improve contact center operations.

Responsibilities include coaching agents, monitoring KPIs, creating staffing plans, forecasting

Qualifications

• Proven experience in contact center operations management.
• Strong leadership and coaching skills for teams.
• Experience with staffing, scheduling, and workforce planning.
• Ability to monitor KPIs like AHT, FCR and CSAT.
• Compliance with industry regulations and standards.

Responsibilities

• Lead and coach a team of contact center agents to improve performance.
• Monitor KPIs such as call volume, average handle time, first call resolution, etc. and identify opportunities for improvement.
• Create staffing plans and schedules aligned with historical and predicted contact volumes.
• Develop schedules and forecasts for the contact center to align with company goals.
• Keep up-to-date with contact center technology and tools and make recommendations for improvements.
• Ensure compliance with industry regulations and standards.
• Handle escalated issues from both client and contact center agents.

Skills

Team leadership

Coaching & feedback

KPI monitoring

Job description

Systems Limited is looking for a Manager Contact Center Operations to lead contact center teams, drive operational performance, and ensure efficient workforce planning and service delivery. The role will be responsible for managing team performance, optimizing staffing and scheduling, handling escalations, and ensuring compliance with industry standards while identifying opportunities to improve contact center operations.

Responsibilities

• Manage a team of contact center agents, providing coaching and feedback to improve performance
• Monitor key performance metrics such as call volume, average handle time, first call resolution, etc. and identify opportunities for improvement
• Create staffing plans and schedules that align with historical and predicted contact volumes
• Develop schedules and forecasts for the contact center to align with company goals
• Keep up-to-date with contact center technology and tools and make recommendations for improvements
• Ensure compliance with industry regulations and standards
• Handle escalated issues from both client and contact center agents

Requirements

• Manage a team of contact center agents, providing coaching and feedback to improve performance
• Monitor key performance metrics such as call volume, average handle time, first call resolution, etc. and identify opportunities for improvement
• Create staffing plans and schedules that align with historical and predicted contact volumes
• Develop schedules and forecasts for the contact center to align with company goals
• Keep up-to-date with contact center technology and tools and make recommendations for improvements
• Ensure compliance with industry regulations and standards
• Handle escalated issues from both client and contact center agents