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Posted Aug 31, 2024 406 views
PKR. 70,000 - 100,000/Month
Key Responsibilities:
- Leadership & Supervision: Lead, mentor, and manage a team of CSRs, ensuring they are motivated, trained, and aligned with company goals.
- Performance Monitoring: Regularly review team performance against KPIs, ensuring targets for productivity, quality, and customer satisfaction are met or exceeded.
- Process Improvement: Identify operational inefficiencies and work with the team to implement improvements that enhance service delivery.
- Reporting: Prepare and present daily, weekly, and monthly performance reports to management, highlighting key metrics, challenges, and action plans.
- Training & Development: Conduct training sessions and continuous coaching to improve team skills, knowledge, and overall performance.
- Client Interaction: Act as the primary point of contact for client inquiries related to operations, ensuring high levels of client satisfaction.
- Problem Resolution: Handle escalated customer complaints and issues, ensuring quick and effective resolution.
- Scheduling & Workforce Management: Manage shift schedules to ensure adequate staffing levels and maintain service levels during peak and off-peak hours.
- Compliance & Quality Assurance: Ensure all team activities comply with company policies, industry regulations, and quality standards.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Management, or a related field.
- Experience: Minimum 3-5 years of experience in a BPO or call center environment, with at least 2 years in a supervisory or team lead role.
- Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in MS Office and familiarity with CRM tools.
- Ability to analyze performance data and generate actionable insights.
- Problem-solving skills and the ability to handle high-pressure situations.
Why Join Us?
- Growth Opportunities: Opportunity to work in a fast-paced environment with potential for career advancement.
- Competitive Compensation: Attractive salary package with performance-based bonuses.
- Dynamic Work Environment: Be part of a vibrant team in a supportive and collaborative work culture.
- Learning & Development: Access to continuous learning and professional development programs.
Job Details
Industry:
Functional Area:
Total Positions:
3 Posts
Job Shift:
Third Shift (Night)
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Sep 27, 2024
Posting Date:
Aug 31, 2024
pWe have great opportunities for the people who want to build their career and who want to achieve their goals and get higher earnings.MARS BPO is the only company who is paying highest salaries in Pakistan with good career opportunities./p
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