| Industry: |
Telecommunication/ISP |
| Functional Area: |
Customer Support |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Customer Services-Systems |
| Job Location: |
Lahore, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Master's Degree |
| Degree Title: |
Hold a Masters Degree preferably in Business, Communications or a related field |
| Career Level: |
Manager |
| Minimum Experience: |
5 Years (Have at least 5 years of Customer care experience with 3 years of Contact Center Management experience) |
| Apply By: |
May 9, 2012 |
| Job Posting Date: |
Mar 12, 2012 |
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| Job Description: |
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- Achieve service levels objectives on inbound call volume, along with reducing trouble call rates, repeat trouble call rates and disconnects.
- Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities.
- Execute decision making skills coupled with the ability to lead change.
- Track and benchmark customer complaints, and disconnect trends to proactively support tactical improvements.
- Coordinate with QA for regular call monitoring in order to evaluate opportunities to improve customer facilitation.
- Coach supervisors to keep consistent optimum customer experience at all times.
- Liaise with other departments for early resolution of issues to improve customer satisfaction.
- Establish a self-driven culture that aligns workflow processes with customer satisfaction.
- Support development and enhancement of individual competencies that drive individual/team performance against established goals.
- Foster a team environment that encourages collaboration and peer support.
Essential Skills
- Should secure strong verbal & written communication skills
- Should be highly professional, energetic and success oriented
- Should display excellent problem-solving, conflict resolution and interpersonal skills
- Should have sound planning, organizational and timely decision-making skills
- Should be highly proficient in operating MS Office Suite and Contact Center applications
- Should have the experience of managing larger group of contact center employees
- Should have the ability to transform statistical information into performance improvement opportunities
- Should secure the capability to work independently, take initiatives, handle multiple tasks/priorities with ease and achieve results with limited resources.
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