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Job Description

Manager, Call Centre

We are looking for highly motivated, energetic and skilled call center manager with excellent English communication skills for our USA and Canadian based Call Center projects.

We’re building a relationship-oriented customer support center that focuses on international payments and we need talented, passionate professionals who are dedicated to doing what’s right for our clients.

The call centre manager will plan, manage, and control the day-to day operations activities that provides operational support for a payments business. Responsible for the management, coaching and development of call center representatives. And a true ability and passion to manage people every day.

The ideal candidate must have a minimum of 5 years managing a call center.  This is a customer support management role and NOT a sales role.

Typical Responsibilities:

  • You must have excellent English communication skills.
  • You must be able to communicate with a customer via chat, email, or on the phone and help a client through a payment process.
  • Must have IT knowledge.
  • Excellent communication and presentation skills and the ability to express thoughts logically.
  • Understand and develop a complete understanding of payment platforms that you support.
  • Track & analyze operating environment for specified services and implement corrective action, as required.
  • Troubleshooting and escalation of issues/concerns to management as required
  • Monitor service levels to identify opportunities for improvement and recommend solutions.
  • Lead training for customer agents that will be reporting to you.
  • Analyze opportunities for continuous improvement of service delivery.
  • Lead the development of staff to enhance efficiency and service quality.
  • Daily, weekly, monthly management of performance and provide updates to senior management.
  • Be a driving force to promote activities that will improve and maintain a high level of client satisfaction.
  • Ensure call center representatives are meeting their Team’s KPIs, Quality, customer satisfaction.
  • Ensure that all Monitoring and Coaching is done daily in accordance as required.
  • Responsible for daily review of Efficiency and address any issues/action plans.
  • Responsible for coaching, development and succession planning of Supervisors and Agents.
  • Ensure monthly Performance reviews are completed for Supervisors and Agents.
  • Promote and follow through on Teleperformance initiatives & methodologies i.e. E-learning.

Benefits:

·         Competitive Salary

·         4 Quarterly performance bonuses

·         Medical insurance (family included)

·         Zero markup Loan facility

·         Gratuity

·         Chilled and professional environment

·         Friendly and cooperative team

Job Details

Total Positions:
1 Post
Job Shift:
Rotating
Job Type:
Job Location:
Bahadurabad, Karachi, Pakistan
Gender:
No Preference
Age:
30 - 40 Years
Minimum Education:
Masters
Career Level:
Department Head
Experience:
3 Years - 5 Years
Apply Before:
Nov 02, 2019
Posting Date:
Oct 02, 2019
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Datasoft Solutions (Pvt.) Ltd.

Information Technology · 11-50 employees - Karachi

Datasoft is an international software engineering firm delivering next generation enterprise software solutions to the financial services and banking sector. After applying over 10 years of ERP systems knowledge, we have now released our ERP to several other sectors such as the trade and import/e ...Read More

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