Manager Call Center
Quicklease Car Rentals, Pakistan

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, after sales, 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

Job schedule (PST): 10am to 07:00pm

6+ years experience

Fluent in English speaking

Clientele mostly from Europe USA and UK

Leadership skills and past experience in leading the department

Job Rewards and Benefits