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Job Title

Operations Manager

Location

Islamabad

Educational and Professional Qualifications

• 5+ years experience in Customer Service and past supervision experience in a reputable call center.
• Minimum College graduate required, MBA preferred.

Responsibilities

• Develop objectives and manage all campaign operations/activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc).
• Collect and analyze call-center statistics (sales /customer service metrics etc).
• Monitor and improve ordering, telephone handling and other procedures.
• 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.
• Responsible for all hardware resources allocated to each associate reporting to him/her (team leads and associates).

Skills Required

• Strong call center Dialer Management Expertise.
• Strong communication and interpersonal skills are essential.
• Proven project and program management experience, with the ability to drive change and transformation.
• Self-motivated and ability to coordinate and prioritize multiple tasks.
• Must be flexible to work all shifts and be on call.

Timings

Night Shift