Manager Contact Centre (food Chain)
Sybrid (Pvt) Ltd - A Lakson Group Company, Pakistan

* Inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints. * Outbound centres contact potential customers and clients with the aim of gathering information or selling a product. * Typical work activities vary according to the type of centre but, generally speaking, tasks will involve: - * setting and meeting performance targets for speed, efficiency, sales and quality * Managing the daily running of the call centre * Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues * Maintaining up-to-date knowledge of industry developments and involvement in networks * Monitoring random calls to improve quality, minimise errors and track operative performance * Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff * Reviewing the performance of staff, identifying training needs and planning training sessions * Recording statistics, user rates and the performance levels of the centre and preparing reports * Handling the most complex customer complaints or enquiries * Organising staffing, including shift patterns and the number of staff required to meet demand * Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes * Forecasting and analysing data against budget figures on a weekly and/or monthly basis * Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.

* Strategic understanding of all HR Functions * Confident individual with exceptional Leadership Skills * Strong Interpersonal and Communication Skills * Excellent Team Player * Self motivated and bright personality * willing to work in the shifts. * Good communication and interpersonal skills