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Job TitleContact Center Manager
LocationIslamabad/Rawalpindi
Job Responsibilities• Develop objectives and manage all campaign operations/activities.
• Manage Production resources ( call center agents ) in terms of all hardware and software allocated. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Collect and analyze call-center statistics (sales /customer service metrics etc.).
• Evaluate performance with key metrics (LPD, SPD, TPD, occupancy, accuracy, call-waiting time etc.).
• Prepare reports for different departments or higher management.
• Ensure that quality standards remain higher than 95%.
• Subject matter expert on contact center operations including VOIP phone system and should manage/strategize the data flow to associates by personally running the dialer system.
• Is responsible to attain revenue goals as reflected in the table below.
• Is responsible to maintain attrition levels below 7%.
Requirements• Excellent Spoken English.
• Ability to work Nightshift.
• Minimum Bachelors or Masters.
• At least 3 years’ experience in leadership role in the BPO industry.
TimingsNight Shift
SalaryMarket Competitive