We are looking for a competent Operation Manager Call Center for USA Canada campaign Inbound sales call center to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.

An excellent call center Manager Operation must have Managership experience. The ideal candidate must possess Excellent communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

  • Operations Manager/Manager Call Center

Responsibilities

  • To communicate the company’s vision, purpose, core values to the grass root level
  • employees
  • To implement the policies of the company and ensure their execution
  • To have extensive control of all operational activities pertaining to Production Floor
  • To liaise with client for any external or client related concerns and improvisation plans
  • To identify and foresee problems in the existing system and come up with
  • proposals/solutions and improvements in the system
  • To improve and facilitate team work and coordination through effective communication
  • within the team
  • To liaise with concerned departments to ensure smooth and flawless operational
  • execution
  • setting and meeting performance targets for speed, efficiency, sales and quality;
  • To ensure that the required quality level for customers is delivered based on pre-
  • defined quality benchmarks
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting,
  • training, assigning, coaching, counseling, and disciplining employees; administering
  • scheduling systems; communicating job expectations; planning, monitoring, appraising,
  • and reviewing job contributions; planning and reviewing compensation actions;
  • enforcing policies and procedures.
  • Address all concerned employees’ concerns and provide conflict resolution
  • Address all concerned employees’ grievances
  • Motivate the Supervisors/employees in order to meet all targets and create healthy
  • competitive environment through recognition, guidance and incentive programs
  • To create a sense of ownership among the employees
  • To make sure that Supervisors are following the schedule properly as well as having the
  • same followed up with their respective teams
  • Review daily Supervisor/teams performance stats and reports, and address all sensitive
  • concerns/issues in a timely manner
  • Prepares call center performance reports by collecting, analyzing, and summarizing data
  • and trends. Prepare reports for different departments or upper management daily,
  • weekly and monthly basis.
  • To promote professionalism in the call center environment
  • Any other assignment, ad hoc projects as and when required by management.
  • Authority
  • To resolve any/all employee concerns according to the company policies and
  • procedures
  • To escalate any/all unresolved employee concerns to the relevant authorities following
  • the escalation process
  • To take defined corrective action against any misconduct
  • To resolve conflicts according to company guidelines
  • Skills
  • You will need to show:
  • Excellent communication skills;
  • A strong customer focus and a good telephone manner;
  • The ability to work well in teams;
  • Leadership skills and the ability to motivate and develop staff;
  • A desire to help others work towards targets and develop their skills;
  • Confidence and a good business sense;
  • The ability to set, meet and exceed targets;
  • A focused and self-motivated approach to work;
  • The ability to manage change.
  • Having experience of manage at least 100 agent
  • Age 35 to 45
  • Minimum experience of 5 years
  • Performance Evaluation
  • Through statistical data to analyze Supervisor(s)/teams’ performance
  • Through analytical view of Supervisor(s)/teams’ KPIs and trends
  • Through root cause Analysis of challenges and their action taken

 

  • Key Performance Indicators
  1. Sales Conversion Ratio
  2. RGU/Hour Rate
  3. Staff/Rotation Time
  4. Absenteeism
  5. Quality

نوکری کی تفصیلات

صنعت:
شعبہِ افعال:
کل عہدے:
1 اشاعت
نوکری کی شفٹ:
تیسرا پہر (رات)
نوکری کی قسم:
نوکری کا مقام:
I.I Chundrigar Road, کراچی, پاکستان
جنس:
مرد
عمر:
26 - 35 سال
کم از کم تعلیم:
بیچلرز
کیریئر کی سطح:
تجربہ کار پیشہ ور
تجربہ:
3 سال - 6 سال (experience of managing Inbound Sales Call Center Operations)
اس سے پہلے درخواست دیجیۓ:
ستمبر ۳۰, ۲۰۱۷
تاریخِ اِشاعت:
اگست ۲۹, ۲۰۱۷

NP Digitals

بی پی او · 11-50 ملازمین - کراچی

pstrongNP Digitals/strong/p

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