Call Center Manager
Jagah Online, Pakistan

• Provide guidance, team members and learning and counseling for the team. Strong participation and sponsorship in the development of the staff to achieve improved results and to prepare for succession.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Responsible for the team monthly targets and ensure target achievement on a regular basis.
• Manage massive volumes of inbound and outbound calls in a timely manner
• Maintaining up-to-date knowledge of industry developments
• Provide customized, highest quality customer support
• Giving support to Call Centre Executives
• Responsible for needs assessments, performance reviews and cost/benefit analyses
• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Managed the analysis and implementation of projects. Strategic analysis undertaken and delivered to inform, manage and drive stakeholder expectations.
• Keep records of all conversations in our Call Centre database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level

• Must have either completed A-levels or Bachelor in any respective field. We will welcome to those applicant who had international exposure the candidate must 7-8 years of experience in a similar capacity.
• Previous experience in a customer support and sales support role
• Strong telephone and interpersonal contact capabilities, along with good listening
• Familiarity with CRM systems and practices
• Multi-task capability, setting goals and handling resources efficiently

Job Rewards and Benefits