| Industry: |
Call Center |
| Functional Area: |
Telemarketing |
| Total Position: |
6 |
| Job Type: |
Full Time/Permanent ( thirdshift )
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| Job Location: |
Islamabad, Rawalpindi, Pakistan |
| Gender: |
Doesn't Matter |
| Age: |
20 - 50 Year |
| Minimum Education: |
Intermediate/A-Level |
| Career Level: |
Manager |
| Minimum Experience: |
3 Years (Call Center Experience as a Teamlead & Manager) |
| Salary Range: |
PKR. 25,000 - 50,000/month |
| Apply By: |
Jul 29, 2012 |
| Job Posting Date: |
Jul 12, 2012 |
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| Job Description: |
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- Setting and meeting performance targets for speed, efficiency, sales and quality.
- Managing the daily running of the call center.
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
- Maintaining up-to-date knowledge of industry developments and involvement in networks.
- Monitoring random calls to improve quality, minimize errors and track operative performance.
- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
- Reviewing the performance of staff, identifying training needs and planning training sessions.
- Recording statistics, user rates and the performance levels of the center and preparing reports.
- Handling the most complex customer complaints or inquiries;
- Organizing staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
- Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.
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