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Manager Contact Centre (food Chain)

Manager Contact Centre (food Chain)

Sybrid (Pvt) Ltd - A Lakson Group CompanyKarachi Division, Sindh, Pakistan
30+ days ago
Job description
  • Inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints.
  • Outbound centres contact potential customers and clients with the aim of gathering information or selling a product.
  • Typical work activities vary according to the type of centre but, generally speaking, tasks will involve : -
  • setting and meeting performance targets for speed, efficiency, sales and quality
  • Managing the daily running of the call centre
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organising staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Forecasting and analysing data against budget figures on a weekly and / or monthly basis
  • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.

    • Job Specification

    • Strategic understanding of all HR Functions
    • Confident individual with exceptional Leadership Skills
    • Strong Interpersonal and Communication Skills
    • Excellent Team Player
    • Self motivated and bright personality
    • willing to work in the shifts.
    • Good communication and interpersonal skills

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    Manager • Karachi Division, Sindh, Pakistan