Executive Manager  

Job Details

Category:

Administrative

Career Level:

Entry Level

Experience:

10 Years

Required Qualification:

bachelors

Requires Traveling:

Yes

Salary:

100000 - 250000 PKR

Salary Type:

Per Month

Total Vacancies:

5

Skills

protocolsleaddynamicexecutivemanageroperationscall centercustomer serviceperformancedrivingcontinuous improvementcall center operationsleadership skillsdatasenior managementquality assurancemonitorservicestandardsmentorbusinessadministration managementfieldsoftwarecustomer relationshipmanagementmetrics

Description

We are seeking an experienced and dynamic Executive Manager to oversee and optimize the operations of our call center. As an Executive Manager, you will be responsible for managing and leading a team of call center supervisors, ensuring the delivery of exceptional customer service, achieving performance targets, and driving continuous improvement. The ideal candidate will have a proven track record of successfully managing call center operations, strong leadership skills, and a customer-centric approach.

Responsibilities:

• Analyze call center performance data, generate reports, and present findings to senior management, identifying areas for improvement and implementing action plans accordingly.
• Implement quality assurance programs to monitor call center agents' performance and ensure adherence to service standards and protocols.
• Lead and manage the day-to-day operations of the call center, ensuring efficient and effective functioning of all processes.
• Train, mentor, and develop a team of call center supervisors, ensuring their growth and success in managing call center agents.
• Establishing and Developing teams in different cities.

Requirements:

• Bachelor's degree in business administration, management, or a related field. A master's degree is a plus.
• Proven experience in managing call center operations, preferably in a supervisory or managerial role.
• Strong leadership skills with the ability to motivate and inspire teams to achieve performance targets.
• Proficiency in using call center software and customer relationship management (CRM) systems.
• Excellent understanding of call center processes, technologies, and performance metrics.