We are looking for a Call Center Supervisor with minimum 5 years’ experience, have excellent communication skills in order to work with clients, train and encourage the team they supervise, ensure that technology is utilized to a maximum and that staff are well-organized and productive. Our business focus is internet marketing with incoming and outgoing calls for the USA/Canada markets.

Responsibilities

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures 
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Requirements and skills

  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics 
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • MBA or equivalent education
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Job Details

Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Job Type:
Job Location:
Township, Lahore, Pakistan
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
MBA or equivalent education
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Apply Before:
Dec 25, 2023
Posting Date:
Nov 24, 2023

Nationwide Insurance Brokers Pvt Ltd

Insurance / Takaful · 1-10 employees - Lahore

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