| Industry: |
Telecommunication/ISP |
| Functional Area: |
Client Services & Customer Support |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Customer Care |
| Job Location: |
Lahore, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Master's Degree |
| Degree Title: |
Hold a Masters degree from a reputable university |
| Career Level: |
Manager |
| Minimum Experience: |
3 Years (Have at least 3 years of relevant work experience) |
| Apply By: |
Aug 22, 2012 |
| Job Posting Date: |
Aug 15, 2012 |
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| Job Description: |
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The ideal candidate should - Hold a Masters degree from a reputable university
- Have at least 3 years of relevant work experience
- Contact Center environment exposure with Hands-on expertise for Workforce Management solutions will be an added advantage
Job Description - Take initiatives and handle special projects as assigned by the management
- Monitor call trends and take timely decisions for effective utilization of resources
- Implement and monitor standard practices at all levels for CC operational processes
- Provide operational support for new projects/queues including up-sell and other initiatives
- Process monthly payouts (Bonus, Incentive, EDA & Commissions) for Contact Center employees
- Ensure consistency and optimum utilization of Best Service Routing functionality & Language Based Routing
- Automate and consolidate processes & periodic reports for effective decision making and productivity efficacy
- Improve FCR and customer experience by taking call reduction initiatives and analyzing reasons for repeated calls
- Manage, monitor and present CC Operational activities for all Contact Centers providing support to CC Project Management unit
- Coordinate with other departments for the smooth running of day to day business and to facilitate internal and external customers
- Guide and manage OPS Teams for effective scheduling evaluation and forecasting in advance to counter events and changing call trends
- Forecast Contact Center staffing requirements, resources & keeping ASA intact for all queues with optimum resource utilization through segmented scheduling & skill setting aligned with headcount and associated resources including agent licenses, E1 lines & physical seats to enhance efficiency and productivity of Center(s)
Essential Skills - Should have a strong grip on software like MIS
- Should have strong insight of contact center operations
- Should possess strong problem identification & resolution skills
- Should be highly proficient in operating MS Office / Office automation tools
- Should possess sound knowledge of different Workforce Management tools such as Witness, CMS, Cognos, Avaya, Seibel & Databases etc
Desirable Skills - Should own strong negotiation skills
- Should have strong interpersonal skills
- Should possess advance analytical skills
- Should have persuasive presentation skills
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