Job Description: Call Center Office Manager (5 Years Experience)
About Company:
Pro Work Tech is a leading Service Provider Company in Pakistan. With over 10 years of industry experience, we work with large Enterprise companies internationally. Our services encompass a wide array of call center services such as outbound and inbound calls, sales generation, and exceptional customer care.
Key Responsibilities:
Call Center Management:
Supervise and lead a team of call center agents.
Monitor call center performance, including call volume, response times, and service quality.
Implement strategies to improve Sales and Targets and efficiency.
Office Administration:
Manage office resources, including equipment and supplies.
Ensure a clean, organized, and comfortable working environment.
Oversee office security and access control.
Administrative Support:
Coordinate schedules, shifts, and breaks for call center agents.
Assist in workforce planning and recruitment efforts.
Prepare and distribute reports and performance metrics.
Training and Development:
Provide training and coaching to call center agents.
Foster a culture of continuous improvement and professional development.
Customer Service Quality Assurance:
Establish and enforce customer service standards and best practices.
Handle escalated customer inquiries and complaints as needed.
Technology and Tools:
Ensure call center software and technology tools are up-to-date.
Troubleshoot technical issues or liaise with IT support.
Budget and Resource Management:
Assist in budget planning and expense management.
Procure necessary office supplies and equipment.
Qualifications:
Bachelor's degree or equivalent experience in a related field.
Proven experience in call center management or customer service roles.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Proficiency in call center software and relevant technology.
Problem-solving and decision-making skills.
Attention to detail and ability to analyze data and metrics.
Working Conditions:
Typically operates during regular office hours but may require flexibility to cover various shifts.
May involve occasional weekend or evening work.
Office-based role, with occasional remote work possibilities.
1. Proven experience of at least 5 years as a Call Center Office Manager or in a similar managerial role in the telecommunications industry.
2. In-depth knowledge of call center operations, procedures, and best practices.
3. Strong leadership and motivational skills to drive team performance and achieve targets.
4. Excellent communication and interpersonal skills to effectively interact with customers, employees, and stakeholders.
5. Proficient in using call center software and technologies to manage and optimize call center operations.
6. Exceptional problem-solving and decision-making abilities to handle challenging situations and resolve conflicts.
7. Strong organizational and time-management skills to prioritize tasks and meet deadlines in a fast-paced environment.