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Call Center / CRM Manager

1.00 to 10.00 Years   Karachi, Pakistan   24 May, 2022
VavaCars
1 Jobs Openings
Job LocationKarachi, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryMarketing
Functional AreaNot Mentioned

Job Description

We are looking for an analytical, data-driven, customer-obsessed Call Center / CRM Manager to play a lead role in leading VavaCars Customer Relationship Management in Pakistan. You will work best when things move fast. You will enjoy working with smart, creative, and energetic people. This is a hands-on role with responsibility and impact from day oneResponsibilities:

  • Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning
  • Carry out regular 1:1s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
  • Building and maintaining effective internal and external stakeholder relationships
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis
  • Ensures service and sales targets, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery
  • Review management information and make suggestions, recommendations as to improvements across the contact centre
  • Actively manage, optimize, and own all customer communication and CRM metrics including send rate, open rate, CTR, CR etc.
  • Design, monitor and improve channel communication like E-mail, SMS, WhatsApp etc.
  • Manage insourced and outsourced hybrid call center structure and function as we match resources to expected volumes

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