Call Centre - Operations Specialist
Tkxel
Date: 2 weeks ago
City: Lahore
Contract type: Full time
Role Summary:
We are looking for a vigilant Call Centre Operations Specialist to monitor our real-time performance. You will track key metrics, ensure smooth operations, and make quick adjustments to maintain service levels. This role is vital for keeping our call centre running efficiently and effectively.
Key Responsibilities:
Live Monitoring: Watch call queues, agent availability, and system performance in real-time.
Performance Tracking: Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
Quick Adjustments: Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
Basic Reporting: Help create daily or intraday reports on call centre performance.
Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.
Requirements
What We're Looking For:
Experience: 1-2+ years in a call centre, ideally in a role involving customer service, real-time monitoring, or operations support.
Education: A Bachelor's degree is preferred, but relevant experience is highly valued.
Shift timings: Morning with weekends on (Alternate day off)
Skills:
Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
Able to make quick, sensible decisions under pressure.
Comfortable with call centre software and MS Excel.
Strong attention to detail and active listening skills
Good communication skills.
Why Join Us?
Be a key player in ensuring our customers get great service.
Work in a dynamic and supportive team environment.
Competitive salary and opportunities for growth.
We are looking for a vigilant Call Centre Operations Specialist to monitor our real-time performance. You will track key metrics, ensure smooth operations, and make quick adjustments to maintain service levels. This role is vital for keeping our call centre running efficiently and effectively.
Key Responsibilities:
Live Monitoring: Watch call queues, agent availability, and system performance in real-time.
Performance Tracking: Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
Quick Adjustments: Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
Basic Reporting: Help create daily or intraday reports on call centre performance.
Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.
Requirements
What We're Looking For:
Experience: 1-2+ years in a call centre, ideally in a role involving customer service, real-time monitoring, or operations support.
Education: A Bachelor's degree is preferred, but relevant experience is highly valued.
Shift timings: Morning with weekends on (Alternate day off)
Skills:
Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
Able to make quick, sensible decisions under pressure.
Comfortable with call centre software and MS Excel.
Strong attention to detail and active listening skills
Good communication skills.
Why Join Us?
Be a key player in ensuring our customers get great service.
Work in a dynamic and supportive team environment.
Competitive salary and opportunities for growth.
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