• 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.

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Sep 03, 2022
Posting Date:
Aug 02, 2022

GCS Private Limited

Information Technology · 1-10 employees - Karachi

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

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