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Job Description

  • Manage and lead inbound call center team.
  • Establish a high standard for productivity, quality and efficiency with respect to International Customer Service standards.
  • Conduct operations staff performance reviews; assess needs, cost/benefit analysis and other operational strategy assessments.
  • Manage and improve center performance through performance monitoring, problem resolution and system audits.
  • Assist in developing company systems for customer interaction over voice response & non-voice channels as well as control the implementation process.
  • Coordinate with other departments including Quality Assurance, HR, Admin and Client Success to ensure company delivers highest level of services as promised.
  • Assist human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Coordinate with IT Support team for system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
  • Maintain & promote positive company culture and help team progress in their career path as company grows and expands its operations.
  • Report to CEO of company

Job Details

Industry:
BPO
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Model Town, Lahore, Pakistan
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Apply Before:
Mar 17, 2021
Posting Date:
Feb 16, 2021
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Digitech Outsourcing Solution PVT LTD

BPO · 11-50 employees - Lahore

We are a BPO company providing admin, customer support and content writing services to clients around the globe including countries like US, Canada, UK and Australia. We are a small but growing company and know the value of our employees. We strive hard to provide quality working environment.

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