Assistant Manager Call Center Operations

Description:

We are seeking an Assistant Manager Call Center Operations for a full-time on-site role located in Lahore. The individual will be responsible for overseeing daily call center operations, ensuring customer satisfaction targets are achieved, managing workforce of 60 to 100 individuals, schedules, analyzing operational data, and optimizing efficiency and performance metrics. The role demands proactive problem-solving to elevate client experiences while maintaining high operational standards.

Qualifications

• Proven expertise and experience in Contact/Call Center Management and a strong focus on Customer Satisfaction 2 years or more. (required)
• Experience with Operations Management and Workforce Management
• Strong Analytical Skills for performance monitoring and decision-making
• Excellent leadership, communication, and interpersonal skills
• Ability to adapt to dynamic environments and manage multiple tasks effectively
• Bachelor’s degree in Business Administration or a relevant field; advanced certifications in call center or operations management are a plus
• Familiarity with call center technologies and tools is preferred