• Recruitment and train new call center personnel and prepares them to respond to customer questions and complaints.
• Prepare call center performance reports by collecting and analyzing call agents’ data.
• Evaluate individual performance reviews and overall team effectiveness with upper management.
• Help call agents with challenging customer service issues.
• Monitor team performance and provide tools if necessary.
• Determine call center operational strategies by evaluating team results and objectives.
• Maintain and improves call center operations by monitoring system performance and identifying and resolving problems.
• Presents monthly and annual call center action plans and objectives.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction, voice response and control the implementation process.
• Prepare annual budget after estimate necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Call for repairs and trouble shooting as needed.
• Maintain consistent professional improvement through company provided training, tracking call center trends and active participation in team projects.
pSecurity and Surveillance is GCS's core competency . We have won rich recognitions from dignitaries , law enforcement organizations and the executive administrations for our contribution to safeguarding the lives and properties in Pakistan./p