Posted Nov 24, 2023 255 views
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
Nationwide Insurance Brokers Pvt Ltd
What is your Competitive Advantage?
Similar Job Titles
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Muzammil Baig
Digital Marketing Manager
IT Services Group
Ali Aziz
CEO
Shopistan
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Aqib Irshad
Head of HR, Training & OD
FINCA
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Zohaib Ali
Marketing Manager
Digital Online Devices
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
