Assistant Manager Call Center Operations (International Campaign)

Abacus Consulting

Posted Jun 07, 2024 199 views Report Job

PKR. 125,000 - 150,000/Month

Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.

Job Specification:

Master’s degree

5+ Years post-education experience

Benefits:

Permanent Position
2 Rotational Off days
EOBI
Medical Life Insurance IPD + OPD
Annual , Casual and Sick Leaves
Provident Fund
Annual Increment and Bonus (Performance based)

Pay: Rs130,000.00 - Rs150,000.00 per month

Skills

Flexible Approach Communication Skills Interpersonal Leadership

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

1 Post

Job Shift:

Rotating

Job Type:

Full Time/Permanent

Department:

Call Centre Operations

Job Location:

Egerton Road, Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

5 Years

Apply Before:

Jul 06, 2024

Posting Date:

Jun 07, 2024

Abacus Consulting

Information Technology · 1001-1500 employees - Lahore

For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p