call or contact centre manager

Mashreq

<div>
 
 Job Purpose
 
 
 
 
 
 
 The Head of Contact Center will lead, manage, and optimize the operations of the bank's contact center, which includes both voice and chat support channels. The role will be responsible for ensuring exceptional customer experience, driving operational efficiency, and achieving service level targets. This position involves strategic planning, leadership, and direct management to design and execute initiatives aimed at improving customer satisfaction and supporting business growth. The role includes implementing a digital-first approach to ensure customers have effective experiences on digital self-service channels.
 
 
 
 
 Key result Areas
 
 
 
 
 
 <ol>
 <li>
 Develop and implement the contact center&rsquo;s strategic roadmap to enhance customer service quality and operational efficiency.
 </li>
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 Focus on improving the digital adoption of customer service channels and oversee overall satisfaction with experiences provided by live agents and digital platforms.
 </li>
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 Design and own digital self-service journeys like IVR, Chatbot and other digital customer service channels.
 </li>
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 Manage daily, weekly and monthly reporting for contact center and all digital channels.
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 Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
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 Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
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 Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
 </li>
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 Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.
 </li>
 </ol>
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 <ol>
 <li>
 Bachelor's degree in Business, Management, or a related field; Master's degree is a plus
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 Fluent with excel and power point.
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 Minimum of 8-10 years of experience in contact center management in a banking or financial services environment.
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 Strong knowledge of contact center technologies, AI-Bots including CRM, telephony, and chat systems coupled with regulatory requirements.
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 Demonstrated leadership skills with experience in managing large teams.
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 Strong analytical skills and experience with performance metrics, reporting, and data analysis.
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 Excellent communication and interpersonal skills, with a customer-centric mindset.
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 Ability to work under pressure and adapt to changing business needs.
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 Understanding of regulatory requirements related to banking customer service in Pakistan.
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 Experience in digital customer support (e.g., chat, social media) is highly desirable.
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 Strong understanding of the banking industry in Pakistan and customer behavior.
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 Proficiency in both English and Urdu; knowledge of other regional languages is an advantage
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 </ol>
 
 
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Head of Contact Centre (Mashreq Digital Bank of Pakistan)

The Emirates Group

Job Purpose Direct, monitor and control shift and daily operational productivity in order to maintain contact centre revenue targets and service and quality levels. Be first point of contact for agents and management for the shift and work closely with the contact centre team to ensure all targets are met and exceeded. Job Outline: <ul> <li>Proactively address shift and daily operational productivity to maintain agreed service levels.</li> <li>Provide point of contact, on shift support to agents and supervisors by offering sales advice, managing customer escalations and answering agent queries.</li> <li>Manage and troubleshoot immediate operational issues in order to maintain contact centre service and quality levels and to ensure impact on customer service is kept to a minimum.</li> <li>Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.</li> <li>Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the office operation bearing in mind the language requirements and peak periods. (Not required if Resource Planning Officer role present in contact centre</li> <li>Ensure that the highest standard of customer service is provided so as to develop/increase sales by assisting agents with product and process queries.</li> <li>Identify, initiate and develop procedures that will increase service standards and ensure that the contact centre stays ahead of changing needs, satisfies customer expectations and keeps pace with overall expansion, growth and development of Emirates Group.</li> <li>Promote and implement initiatives such as destination days, product and process quizzes and cross contact centre knowledge sharing to motivate and stimulate agent knowledge and attitude</li> <li>Provide feedback to line and co-management regarding training needs, product issues, call patterns and employee satisfaction.</li> <li>Deputise for Contact Centre Operations Manager/Contact Centre Manager in their absence.</li> </ul> Qualification Experience Minimum 3 years airline sales and contact centre experience. People management, coaching and people development. Knowledge/skills Working knowledge of contact centre and airline industry procedures and methodology. Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services. Excellent interpersonal, telephone and customer service skills. Ability to work in a busy sales team environment. Selection skills training. PC based skills to operate Windows package such as Microsoft Word/Excel/E-mail.

Contact Centre Operations Officer

Emirates

<div>
 
 Job Purpose
 
 
 
 Direct, monitor and control shift and daily operational productivity in order to maintain contact centre revenue targets and service and quality levels. Be first point of contact for agents and management for the shift and work closely with the contact centre team to ensure all targets are met and exceeded.
 
 
 
 Job Outline
 
 
 
 <ul>
 <li>
 Proactively address shift and daily operational productivity to maintain agreed service levels.
 </li>
 <li>
 Provide point of contact, on shift support to agents and supervisors by offering sales advice, managing customer escalations and answering agent queries.
 </li>
 <li>
 Manage and troubleshoot immediate operational issues in order to maintain contact centre service and quality levels and to ensure impact on customer service is kept to a minimum.
 </li>
 <li>
 Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.
 </li>
 <li>
 Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the office operation bearing in mind the language requirements and peak periods. (Not required if Resource Planning Officer role present in contact centre
 </li>
 <li>
 Ensure that the highest standard of customer service is provided so as to develop/increase sales by assisting agents with product and process queries.
 </li>
 <li>
 Identify, initiate and develop procedures that will increase service standards and ensure that the contact centre stays ahead of changing needs, satisfies customer expectations and keeps pace with overall expansion, growth and development of Emirates Group.
 </li>
 <li>
 Promote and implement initiatives such as destination days, product and process quizzes and cross contact centre knowledge sharing to motivate and stimulate agent knowledge and attitude
 </li>
 <li>
 Provide feedback to line and co-management regarding training needs, product issues, call patterns and employee satisfaction.
 </li>
 <li>
 Deputise for Contact Centre Operations Manager/Contact Centre Manager in their absence.
 
 
 </li>
 </ul>
 Qualification
 
 
 
 Experience
 
 
 
 Minimum 3 years airline sales and contact centre experience.
 
 
 People management, coaching and people development.
 
 
 
 Knowledge/skills
 
 
 
 Working knowledge of contact centre and airline industry procedures and methodology.
 
 
 Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services.
 
 
 Excellent interpersonal, telephone and customer service skills.
 
 
 Ability to work in a busy sales team environment.
 
 
 Selection skills training.
 
 
 PC based skills to operate Windows package such as Microsoft Word/Excel/E-mail.
 
 
 Salary &amp; benefits
 
 
 Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.
 
 
 You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it's like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.
</div>

SkyCargo Courier Express - Contact Center Operations Officer

ProtoCall Outsource

Job Title: Customer Support Representative (ON-SITE JOB)Job Description: We are a leading inbound contact centre working with taxi companies across the UK. We are looking for motivated and customer-oriented individuals to join our team as Inbound Contact Centre Representatives.Responsibilities:<ul><li>Handle inbound calls and inquiries from taxi customers and drivers</li><li>Assist with booking and dispatching taxi services</li><li>Provide exceptional customer service and support</li><li>Handle and resolve customer complaints and concerns</li><li>Maintain accurate and up-to-date records of customer interactions</li><li>Follow company policies and procedures for quality assurance and compliance</li></ul>Requirements:<ul><li>Excellent communication skills, both verbal and written</li><li>Ability to multitask and prioritize in a fast-paced environment</li><li>Strong problem-solving and decision-making abilities</li><li>Ability to work flexible hours, including weekends and holidays</li><li>Experience in a customer service or call centre role preferred</li><li>Knowledge of the taxi industry or transportation logistics a plus</li><li>Its an office based job and work from home will NOT be considered</li></ul>Office Location: Phase 6, Bahria Town, IslamabadWe offer a competitive salary, comprehensive training, and opportunities for career advancement. If you are passionate about providing exceptional customer service and enjoy working in a dynamic team environment, we want to hear from you.To apply, please submit your resume.Job Types: Full-time, Contract Contract length: 12 monthsPay: Rs50,000.00 - Rs100,000.00 per monthApplication Question(s):<ul><li>Minimum 1 year contract</li></ul>Experience:<ul><li>Call Centre: 1 year (Required)</li></ul>Language:<ul><li>Fluent English (Required)</li></ul>

Customer Support Representative required for UK based Taxi Companies

Padra Medical Center

Key Responsibilities :<div><div><div> Inbound &amp; Outbound Calls: Engage with potential patients, provide information about hair transplant procedures, and encourage consultations. Lead Follow-Up: Reconnect with potential patients, address their concerns, and convert leads into appointments. Appointment Scheduling: Book, confirm, and manage patient consultations. Customer Support: Address inquiries and escalate complaints to the appropriate department when necessary. Follow-Up Calls: Contact patients who missed appointments and maintain ongoing engagement. Database Management: Maintain and update customer records accurately. Daily Reporting: Provide reports on calls, leads, conversions, and follow-ups. Qualifications &amp; Requirements : Education: High School Diploma required; Bachelor's degree is a plus. Experience: Minimum 1 year of experience in telemarketing, telesales, or a call centre role (preferred). Languages: Proficiency in Urdu and English is required. Skills : Strong sales and persuasion skills. Excellent verbal communication and customer service abilities. Ability to multitask in a fast-paced environment. Proficiency in Microsoft Office and call centre software. Goal-oriented mindset with a focus on achieving targets.
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Telesales Agent

AGMC

<div>
 
 As part of our continued growth, we are expanding our
 
 CRM &amp; Contact Centre Department
 
 to strengthen customer engagement and service excellence. We are building a dynamic team dedicated to delivering exceptional customer experiences, improving service quality, and driving customer satisfaction across all communication channels.
 
 
 
 
 
 We are inviting applications for the following roles within our expanding CRM function:
 
 
 
 
 
 
 CRM Supervisor - About the Role
 
 
 <ul>
 <li>
 We are looking for a
 
 CRM Supervisor
 
 to lead and inspire our call centre team. You will oversee daily CRM and contact centre operations, ensuring service quality, efficiency, and strong team collaboration. This role is ideal for someone who can balance leadership, performance coaching, and analytical oversight to deliver outstanding customer satisfaction in line with company standards.
 </li>
 </ul>
 
 
 
 
 
 Quality Assurance Analyst - About the Role
 
 
 <ul>
 <li>
 As a
 
 Quality Assurance Analyst
 
 , you will champion service excellence by monitoring and evaluating customer interactions across all CRM and contact centre channels. Your insights will drive performance improvements, process enhancements, and training initiatives that help maintain the highest standards of quality and customer satisfaction.
 </li>
 </ul>
 
 
 
 
 
 CRM Executive - About the Role
 
 
 <ul>
 <li>
 Join our growing CRM team and play a key role in delivering an exceptional customer experience. As a
 
 CRM Executive
 
 , you will manage customer interactions, handle inquiries and service bookings, and ensure data accuracy within the CRM system. Your focus will be on improving customer satisfaction, loyalty, and retention through professional communication and proactive service support.
 </li>
 </ul>
 
 
 
 
 
 
 Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining AGMC
 
 
 
</div>

CRM Talent Pool

Tkxel

<div>
 
 Role Summary:
 
 
 
 We are looking for a vigilant Call Centre Operations Specialist to monitor our real-time performance. You will track key metrics, ensure smooth operations, and make quick adjustments to maintain service levels. This role is vital for keeping our call centre running efficiently and effectively.
 
 
 
 Key Responsibilities:
 
 
 
 
 Live Monitoring:
 
 Watch call queues, agent availability, and system performance in real-time.
 
 
 Performance Tracking:
 
 Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
 
 
 Quick Adjustments:
 
 Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
 
 
 Issue Escalation:
 
 Promptly report any technical problems or major service disruptions to IT or management.
 
 
 Basic Reporting:
 
 Help create daily or intraday reports on call centre performance.
 
 
 Team Communication:
 
 Clearly communicate operational updates and instructions to team leaders and agents.
 
 
 
 
 Requirements
 
 
 
 What We're Looking For:
 
 
 
 
 Experience:
 
 1-2+ years in a call centre, ideally in a role involving customer service, real-time monitoring, or operations support.
 
 
 
 Education:
 
 A Bachelor's degree is preferred, but relevant experience is highly valued.
 
 
 
 Shift timings:
 
 Morning with weekends on (Alternate day off)
 
 
 Skills:
 
 
 Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
 
 Able to make quick, sensible decisions under pressure.
 
 Comfortable with call centre software and MS Excel.
 
 Strong attention to detail and active listening skills
 
 Good communication skills.
 
 
 
 Why Join Us?
 
 
 
 Be a key player in ensuring our customers get great service.
 
 Work in a dynamic and supportive team environment.
 
 Competitive salary and opportunities for growth.
 
 
 
</div>

Call Centre - Operations Specialist

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