• Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
  • Prepares call center performance reports by collecting and analyzing call agents’ data.
  • Evaluates individual performance reviews and overall team effectiveness with upper management.
  • Helps call agents with challenging customer service issues.
  • Monitors team performance and provide tools if necessary.
  • Determines call center operational strategies by evaluating team results and objectives.
  • Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
  • Meets financial targets by estimating performance requirements and preparing annual budgets.
  • 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 and voice response and control the implementation process.
  • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
  • Maintain consistent professional improvement through company provided workshops, 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:
Oct 09, 2022
Posting Date:
Sep 08, 2022
Diversity Inclusion:
We value diversity of our employees. All qualified applicants will receive fair consideration without regard to genders or socio-economic backgrounds.

Work Environment

Supervisor’s gender:
Female
Percentage of female coworkers:
30-39%

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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