Call Centre Manager

The Call Centre Manager is responsible for overseeing the daily operations of the call center, ensuring high levels of customer satisfaction, operational efficiency, and team performance. This role involves leading supervisors and agents, implementing performance standards, optimizing processes, and driving continuous improvement initiatives to meet organizational goals.

Key Responsibilities

1. Operational Management

• Oversee day-to-day call center operations (inbound, outbound, or blended).
• Monitor key performance indicators (KPIs) such as service level, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Ensure adherence to company policies, procedures, and compliance standards.
• Manage workforce planning, scheduling, and capacity to meet demand.

2. Team Leadership & Development

• Lead, coach, and mentor supervisors and team leaders.
• Set performance targets and conduct regular performance reviews.
• Develop training programs to enhance team skills and service quality.
• Foster a positive, high-performance culture focused on customer experience.

3. Customer Experience Management

• Ensure consistent delivery of exceptional customer service.
• Address escalated customer complaints and complex issues.
• Analyze customer feedback and implement improvement initiatives.

4. Performance & Reporting

• Analyze operational reports and performance data.
• Prepare and present regular reports to senior management.
• Identify trends and recommend process improvements.

5. Budget & Resource Management

• Manage departmental budgets and control operational costs.
• Optimize staffing levels and resource allocation.
• Collaborate with HR on recruitment and retention strategies.

6. Technology & Process Improvement

• Oversee call center systems (CRM, telephony, ticketing systems).
• Recommend and implement new technologies to improve efficiency.
• Drive continuous improvement and quality assurance initiatives.

Key Performance Indicators (KPIs)

• Service Level Agreement (SLA) achievement
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Employee engagement and retention rates

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• 5+ years of call center experience, with at least 2 years in a managerial role.
• Strong knowledge of call center metrics, workforce management, and quality assurance processes.
• Proficiency in CRM systems and call center software.
• Excellent leadership, communication, and problem-solving skills.

Preferred Skills & Competencies

• Strong analytical and data-driven decision-making ability.
• Ability to manage multiple priorities in a fast-paced environment.
• Conflict resolution and negotiation skills.
• Change management experience.
• Customer-focused mindset with a commitment to service excellence.

Job Type: Full-time

Pay: Rs70,000.00 - Rs120,000.00 per month

Application Question(s):

• Will you be able to work in night shift(7pm to 4am)?
• Will you be able to commute to Bahria Town Phase 7 Rawalpindi?

Work Location: In person