Floor Manager (telecom)

Sybrid (Pvt) Ltd - A Lakson Group Company; Islamabad Capital Territory; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading contact centre management company in Islamabad is seeking a Contact Centre Manager to oversee operations and improve performance. The ideal candidate will have a strong background in managing call centre environments and experience in staff training and development. You will be responsible for ensuring compliance with company policies while achieving KPIs and enhancing customer experience.

Qualifications

• Experience in managing Contact Centre operations.
• Knowledge of customer service best practices.
• Capability in analyzing KPIs and performance metrics.

Responsibilities

• Plan and manage Contact Centre operations.
• Ensure continuous improvement and KPI achievement.
• Train and manage staff effectively.

Job description

Overview

• Plan the operation of the Contact Centre(s), including manpower, facilities forecasting and problem identification.
• Decision making in order to continuously improve performance of the Contact Centre(s) and meeting KPIs.
• Identifying Contact Centre(s) requirements and coordination with the relevant department to fulfill the said needs.
• Reinforcing rules, regulations and policies of the Organization.
• Monitoring reasons for calls and customer needs to ensure that the Contact Centre(s) are on a continuous improvement path.
• Identifying the need of headcount for Contact Centre(s) in accordance with the workload.
• Identifying and arranging trainings through Training and Development team of the Contact Centre(s).
• Ensure current International Contact Centre best practices are adopted at the Contact Centre(s).
• Delegation and empowerment.
• Responsible to handle projected business transaction and ensure high business conversion ratio.

Job Specification

• Ensure compliance of company policies, procedures and SOPs
• Propose and implement customer centric processes through constant process improvement methodology
• Ensure optimum resource efficiency and utilization by recommending appropriate change in the work schedule
• Ensure prompt customer complaint management and end to end resolution
• Motivate staff to achieve call center operations objectives
• Analyze, monitor and propose improvement in team leader and customer relation officer KPIs
• Ensure the implementation of CRD strategy through people, process and technology