Manager - Call Center

Pakistan Revenue Automation (Pvt) Ltd

Islamabad , Pakistan

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Posted 2 days ago 180 views Report Job

PKR. 100,000 - 150,000/Month

You will lead and oversee the operations of the call centre, ensuring the delivery of high-quality service to customers while meeting business objectives. This role involves team management, performance monitoring, and the continuous improvement of processes to maximize customer satisfaction and operational efficiency.

Key Responsibilities

Operational Management
- Plan, manage, and monitor daily operations of the call centre to ensure efficient workflow and service delivery.
- Develop and enforce policies, procedures, and best practices for call centre operations.
- Ensure compliance with company standards, regulations, and industry best practices.
Team Management
- Recruit, train, and manage call centre staff, including team leaders and agents.
- Conduct regular performance evaluations and provide constructive feedback for employee development.
- Foster a positive and motivating work environment to maintain high employee morale and productivity.
Customer Service
- Monitor and evaluate customer interactions to ensure consistent service quality and adherence to protocols.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Drive initiatives to improve customer experience, satisfaction, and retention.
Performance Monitoring and Reporting
- Track, analyse, and report on key performance indicators (KPIs) such as call handling time, first-call resolution, customer satisfaction, and abandonment rates.
- Identify operational bottlenecks and implement solutions to improve performance.
- Prepare regular reports for senior management, highlighting achievements, challenges, and opportunities for improvement.
Process Improvement
- Continuously assess and optimize call centre processes to enhance efficiency and effectiveness.
- Introduce and implement new tools, technologies, and methods to improve call centre performance.
- Stay updated on industry trends and integrate innovative practices into the call centre operations.
Technology Management
- Oversee the use of call centre software, systems, and tools to ensure seamless operations.
- Coordinate with the IT team to resolve technical issues and implement system upgrades.
- Leverage analytics and reporting tools to gain insights into performance and customer behaviour.

Qualifications and Skills

Education
- Bachelor’s degree
Experience
- 3-5 years of experience in call centre, quality assurance department of call centre or customer service.
- Proven experience in managing teams and delivering exceptional customer service.
Skills
- Strong leadership and team management abilities.
- Good verbal and written communication skills.
- Analytical and problem-solving skills with a focus on data-driven decision-making.
- Proficiency in using call centre technologies, CRM systems, Genesis, Cisco and performance tracking tools.
- Ability to work under pressure, handle conflicts, and adapt to changing priorities.

Skills

Customer Service Customer Analysis Customer Satisfaction Management Call Center Development

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Pakistan

Gender:

No Preference

Age:

18 - 50 Years

Minimum Education:

Bachelors

Degree Title:

Bachelor's/Masters from some reputed foreign or HEC-recognized institution.

Career Level:

Experienced Professional

Experience:

3 Years - 5 Years (Proven experience in managing teams and delivering exceptional customer service.)

Apply Before:

Mar 04, 2025

Posting Date:

Feb 18, 2025

Pakistan Revenue Automation (Pvt) Ltd

Information Technology · 1001-1500 employees - Islamabad

Pakistan Revenue Automation (Pvt.) Ltd. (acronym – PRAL) has extensive experience of working with federal and provincial tax and revenue agencies to provide wide variety of tax and revenue collection solutions. Since its incorporation in June, 1994, PRAL has been involved in the development of wide array of tax and revenue related solutions pertaining to Income Tax, General Sales Tax, Federal Excise, Customs, Capital Value Tax, Provincial Sales Tax & Services. etc. Over more than two decades of services, PRAL has gained valuable experience of increasing efficiency and efficacy of tax and revenue agencies through use of latest Information and Communication Technologies with Business Process Improvement / Re-engineering. PRAL has also proven its expertise in the areas of software development, project management, technical advisory and consulting services, managing data centers, large databases management, network administration, software implementations, trainings and data entry services. This wide spectrum of services offered by PRAL facilitates our valued customers looking for One-Stop Shop solutions from conceptualization to post-implementation operations. The essence of PRAL’s business strategy is to develop sustainable partnerships with its customers thus acting as a catalyst in transforming and adapting its IT solutions and integrating these to the “New Wave of Technological Innovations” to meet the global requirements of tax and revenue agencies.