Senior Call Center Manager

Description:

We are seeking a Senior Call Center Manager to carry out the operations of the call center on a daily basis, managing agents and ensuring the delivery of an exceptional customer experience to existing and new customers.

· Sales targeted audience: Globally & North American Region.

· Location: Karachi

· Shift: Evening | 06:00 pm to 02:00 am.

Responsibilities

· Oversee call center supervisors to ensure high-quality service and KPI achievement.

· Focus on generating ROI and meeting monthly sales targets.

· Increase department productivity through strategic employee allocation and technology utilization.

· Gather and evaluate call center data, including costs and customer service ratings.

· Set daily operational goals in collaboration with management team members.

· Manage department financing, budgeting, and conduct cold calling activities.

· Establish and oversee an upselling department.

· Act as a deal closer and create performance reports based on KPIs.

· Review employee performance metrics such as call-waiting time and customer satisfaction to ensure targeted sales and accountability for ROI.

Requirements

· Minimum Bachelor’s degree or related field of study preferred.

· Minimum 2 years of experience in a leadership role at a call center.

· Proven sales experience in diverse industries, particularly in (ACCOUNTING, INSURANCE, POS, ATM, MBBP, MORTGAGE, DIGITAL MARKETING, REAL ESTATE, DENTAL, LENDER, MAGAZINE, DENTAL BOOKING, INVISIBLE ALIGNERS, IMMIGRATION, SOFTWARES), is preferred.

· Good communication and interpersonal skills.

· Organized and able to work under pressure.

· Strong leadership and mentoring skills.

· Proficiency with necessary technology, including computers, software applications, portals, phone systems, etc.