Manager Operations - Call Center

Innovative Investment Bank; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A financial services organization in Lahore is seeking a Customer Support Supervisor to oversee and coordinate the activities of telephone support staff. Key responsibilities include monitoring productivity, addressing customer complaints, and ensuring high standards of service. The ideal candidate will possess strong communication skills and leadership qualities.

Responsibilities

• Supervise and coordinate activities of workers providing telephone customer support services.
• Monitor productivity of customer service representatives and generate reports.
• Handle customer complaints and recommend corrective services.

Skills

Good Communication Skills

Leadership qualities

Patience and Pleasant Personality

Job description

Overview

• Supervise and coordinate activities of workers providing telephone customer support services
• Make necessary changes in staffing based on days of week, sales promotions, other anticipated events
• Monitor productivity of customer service representatives and generate reports
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies
• Answer questions and recommend corrective services to address customer complaints
• Communicate and follow up to insure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes and actions
• Work on computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints
• Determine work procedures, prepare work schedules and expedite work flow
• Study and standardize procedures to improve efficiency of subordinates
• Maintain harmony among workers and resolve grievances
• Carry out supervisory responsibilities in accordance with the organization policies and applicable laws

Job Specification

• Good Communication Skills
• Leadership qualities
• Patience and Pleasant Personality

Information Technology and Services - Lahore, Pakistan