Call Center Manager

Airlift

Lahore, PK / Punjab, India
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/06/2021
  • Website: rideairlift.com
  • Company Address: 227 Y, Defense Housing Authority, Lahore., Lahore, Punjab 54000, PK

About Airlift

Founded in 2019, Airlift is building Pakistan’s largest public transportation network. Our mission is to solve the pain of commuting and making a positive impact on the lives of people. Airlift offers a safe, reliable and affordable solution for the masses.

Job Description

About Airlift:

Airlift is building the world’s first decentralized logistics platform with transit and delivery solutions that enable and empower local communities. We view mass transit as a prerequisite for economic development and our delivery platform as an efficient way to move goods around urban ecosystems.

 

In the first 12-18 months, Airlift has secured $24M+ USD in venture financing and has scaled the business to multiple tens of thousands of daily customers. We are backed by First Round Capital, a premier venture capital firm based in San Francisco (known for its seed stage investment in Uber, Square and other billion-dollar enterprises).

 

About the Role:

The Call Center Manager will lead the Airlift’s state-of-the-art Call Center setup that manages multiple customer contact channels, including Inbound, Outbound, eMails, etc. The role requires a capable and a result-driven individual having a good grip on the Call Center acumen including a good sense of Customer Support systems, processes, and operations.


Successful candidates will be autonomous operators with high humility, strong communication skills and keen initiative to execute on and further develop our Customer Support playbook. They will be required to support the relevant team members by effectively distributing the workload ensuring timely response to customer contact with minimum possible abandonment.

 

We are seeking highly motivated, intellectually curious and detail-oriented individuals who gravitate toward a process-driven approach to bring further improvement around the Customer Support function.

 

Responsibilities:

  • Leading the highly skilled Call Center Team,
  • Ensuring the team delivers the required results ensuring timely response to customer queries/complaints,
  • Ensuring highest level of customer experience,
  • Develop and champion a well-documented and fair evaluation process,
  • Manage Customer Support periodic reports (daily, weekly & monthly) to ensure timely decision-making,
  • Develop and manage a thorough performance based incentive plan for team members.

 

What We Offer:

  • The opportunity to work alongside an exceptionally talented team,
  • An exciting and fast-paced business directly impacting Pakistan's economic landscape, 
  • A high-impact role in an area that is of crucial significance for the business,
  • High levels of autonomy in day-to-day responsibilities and deliverables,
  • Competitive remuneration and a highly flexible work environment,
  • A meritocratic and rewarding culture built around core values of teamwork, growth, execution and appreciation.

 

Just So You Know

Airlift is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere. We are committed to building the best team possible and all employment decisions are based on business needs, job requirements and individual potential and qualifications, without regard to race, color, age, religion, socioeconomic status, orientation, gender identity, national origin or disability. 

 

The Airlift team is diverse -- we welcome and learn from different individual experiences and points of view that our teammates bring to the table. We're excited to have you inspire us with yours!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.