Job Overview:

We are seeking a dynamic and experienced Software Industry Ops Manager to lead and oversee our Software operations. The ideal candidate will be responsible for managing of customer, ensuring exceptional projects delivery, and achieving performance targets.

Responsibilities:

1.Team Leadership: Lead, motivate, and supervise a team of client, fostering a positive and high-performance work environment.

2. Performance Management: Monitor and evaluate team performance against key performance indicators (KPIs), implement strategies to improve efficiency, and meet set targets.

3. Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of the team, ensuring continuous improvement.

4. Quality Assurance: Implement and maintain quality assurance processes to guarantee high standards of Client service and compliance with company policies.

5. Workflow Management: Effectively manage call volume and workflow to ensure optimal utilization of resources, minimizing wait times and maximizing productivity.

6. Issue Resolution: Handle escalated client issues, providing effective solutions and maintaining client satisfaction.

7. Reporting and Analysis: Generate regular reports on team performance, call metrics, and other relevant data. Analyze trends and recommend improvements.

8. Communication: Foster clear and open communication channels within the team and between departments to enhance collaboration and problem-solving.

 

Requirements:

1. Bachelor’s degree in Computer Science or related field

2. 5+ years of experience of Call Center/Software industry as Operation Manager.

3. Strong leadership and interpersonal skills, with the ability to inspire and motivate a team.

4. Excellent communication and problem-solving abilities.

5. Proficient in call center software and technology.

6. in-depth knowledge of customer service principles and practices.

7. Ability to work Night Shift as per US- Business hours and adapt to changing priorities.

 

If you are a results-driven individual with a passion for leading teams and ensuring exceptional customer service, we invite you to apply for this exciting opportunity as a Software Industry Operation Manager.

Location: Islamabad - Onsite