Job Title: |
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Call Center Manager |
Category: |
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Client Services |
Total Positions: |
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2 |
Job Location: |
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Karachi |
Gender: |
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Male |
Minimum Education: |
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Bachelors |
Career Level: |
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Experienced Professional |
Minimum Experience: |
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2 Years4 Years |
Salary Range: |
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PKR 30,000 to 50,000 per Month |
Apply By: |
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Oct 27, 2020 |
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Job Description: |
He / She is responsible for managing call center operations and make sure that customer service is satisfied to lead & close sales.
Involve & provide management support and decisions carrying outs various tasks and report all activities to him.
Managing People & Retaining team for smooth operation in the call center
Key Responsibilities:
- Oversee and manage Call center agent for achieving set objectives
- Implement call center Policies, Procedures, Protocol and Work instruction for business Processes, People and culture.
- Ensure that the client / customer service relationship & support are maintained properly.
- Ensure work quality of all call center agents for achieving customer satisfaction level.
- Monitor, prepare and report the performance of all call center agents.
- Identify non-compliances, report issues of floor related challenges, and formulate solutions for implementation & take disciplinary actions.
- Involves in management decisions and carry out his/her tasks on time.
- Prepare and review Job description of call agents, conducting job evaluation analysis and updates JDs as per requirements of all functions (Telecoms & Ducts department) roles, responsibility and authority.
- Review appraisal management system and proposed best tools & technique for implementation
- Set Objectives and KPIs (Key Performance Indicators) for KRAs. (Key Responsibility Areas).
- Train and manage new Recruited call agent team and future develop for operations
- Ensure a safe and healthy work environment in the organization.
Qualification:
- Graduate in IT, Commerce or Science or BBA Equivalent qualification
Experience:
- 3 to 5 years working experience in call center as a supervisor or floor manager position
- Experience in Telecom & Ducts campaigns in the international call cent
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Company Information |
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Company Name: Orange Tech Company Description: pOrange Tech/p
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