Description
Job Title: Call Center Manager
Location: Lahore
Job Type: Full-Time
Salary: PKR 60,000 - 80,000 per month
About Us:
We are a leading restaurant and hospitality company dedicated to delivering exceptional customer service experiences. We are seeking a skilled and motivated Call Center Manager to lead our call center operations, ensuring top-notch service quality and customer satisfaction.
Key Responsibilities:
Manage and lead the call center team to meet and exceed performance goals.
Monitor, analyze, and improve service quality and operational efficiency.
Provide ongoing training, mentoring, and coaching to call center agents to enhance skills and performance.
Resolve escalated customer issues promptly and effectively.
Design and implement strategies to improve customer experience and satisfaction.
Maintain and optimize call center workflows and processes for maximum efficiency.
Collaborate with other departments to ensure alignment with organizational goals.
Prepare and present regular performance and progress reports to management.
Qualifications:
A minimum of 2+ years of experience in call center management, preferably in the hospitality sector.
Strong leadership, team management, and communication skills.
Proficiency in analyzing data and utilizing insights to improve processes and service delivery.
Familiarity with call center technologies and software (experience with CRM systems is a plus).
Problem-solving skills with a customer-focused approach.
Bachelor’s degree in Business Administration, Hospitality, or a related field (preferred but not mandatory).