Job Details

Experience Needed:3 To 5 Years

Career Level:Manager

Education Level:Bachelor's Degree

Salary:Confidential

Job Categories:

• Customer Service/Support
• Logistics/Supply Chain

Skills And Tools:

LogisticsCargo HandlingCall Center OperationsPerformance MetricsAverage Handle Time (AHT)First Call Resolution (FCR)Customer Satisfaction (CSAT)Escalation ManagementWorkforce OptimizationScheduling and Shift AssignmentEmployee EngagementReporting and Analytics

Job Description

• - Manage daily operations of call center team (10–20 agents). 10-20
• - Monitor key performance indicators (AHT, FCR, CSAT).
• - Handle escalated complaints and coordinate cross-department solutions.
• - Plan schedules, assign shifts, and optimize workforce.
• - Coach and train agents, monitor quality assurance reports.

Job Requirements

• - Bachelor’s degree preferred (Business, Management, or related).
• - 3–5 years of call center experience, 1–2 years in management.
• - Strong communication, leadership, and problem-solving skills.
• - Familiar with call center systems and CRM tools.

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