Dubai based Car Leasing firm is looking out for a Call Centre Manager for their Offshore Call Centre (Inbound / Outbound) in Karachi.
Your duties will include but not limited to:
- Recruitment and setting up the complete facility including sourcing equipment, effective resource planning and applying call centre strategies and operations
- Managing the daily running of the call centre, including receiving calls, chats and emails from customers and clients, e.g. queries, requests, orders and complaints
- Doing needs assessments, performance reviews and cost/benefit analyses
- ensuring all relevant communications and data are updated and recorded
- Advising clients on products and services available
- Monitoring random calls to improve quality, minimize errors, and track operations and sales performance
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Recording statistics for rating agents and the performance levels of the centre
- Preparing reports on these statistics, ratings and performance levels
- Handling the most complex customer complaints or enquiries
- Organizing shift patterns and the number of staff required to meet demand
- Providing weekly, monthly reports on customer ratings on presales, aftersales, and operations support
- Fulfillment of Day to day requirement such as utilities and other requirements for managing smooth call center operations including dealing with authorities if required
Salary: PKR 100,000 + incentives
Job schedule (PST): 10am to 07:00pm