Join Emdad By Elm as a Call Center Operations Manager!As a Call Center Operations Manager, you will be a strategic leader responsible for overseeing daily operations to ensure high-quality customer service and meeting operational objectives. Your key responsibilities will include:
- Leading and managing daily operations of the call center to achieve set operational goals.
- Developing and implementing daily, weekly, and monthly operational plans for smooth workflow.
- Monitoring and evaluating key performance indicators (KPIs) to make informed decisions.
- Supervising different teams (supervisors, customer service representatives, technical support) and allocating tasks according to workload.
- Ensuring adherence to quality policies and standard operating procedures (SOPs).
- Analyzing performance reports and providing recommendations to senior management for overall performance improvement.
- Leading continuous improvement initiatives to enhance the effectiveness of systems and technologies used in the call center.
- Coordinating with other departments to support the call center's needs effectively.
- Handling critical cases and major customer complaints professionally to ensure customer satisfaction.
Requirements:- Bachelor's degree in Business Administration, Information Technology, or a related field.
- A minimum of 5 years of experience in managing call centers or customer service, with at least 2 years in a leadership position.
- Advanced knowledge of call center systems such as CRM, ACD, IVR.
- Strong analytical skills to interpret data and utilize performance reports.
- Proficiency in English (both spoken and written).
- Excellent leadership and team management skills.
- Exceptional verbal and written communication skills.
- Ability to make quick decisions and solve problems effectively.
- Customer service focus and dedication to achieving customer satisfaction.
