- Manage Team, deliverable and constantly work to improve KPI's.Responsible to run smooth day to day shift and its related operations.
- Manage floor, adherence to set SOPs and defined policies with a SLA driven approach.Work on Team motivation and bonding.
- Responsible for the implementation of processes set by the management /Clients.
- Share and analyze reports to provide complete operational visibility.
- Coordinate with Asst Manager/Team Lead to evaluate tasks and ensure implementation through constant monitoringMake recommendations and share feed back improvise if needed in the existing processes.
- Participate in coaching, reviews and training assessments of shift personnel in conjunction with site manager for constant improvement.
- Work closely with management to achieve team and department goals
- Handle escalated calls when required and take care of difficult scenarios when necessary
- Function as Client Services Representative when needed
- Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
- Build solid productive relationships with all levels of leadership and support teams
- Resolve operational and interdepartmental problems quickly
- Coordinate with support deptt. For successful delivery of assigned tasks.
- Training new hires on product knowledge.
- Any task assigned by the management
- Responsible for information security tasks within own work scope.
Competencies:
- Good communication (oral and written) and analytical skills
- Strong customer orientation
- Excellent spreadsheet (MS Excel) and data analysis skills
- Good arithmetic skills with an aptitude for numerical analysis
- Excellent interpersonal and team skills
- Motivation and ambition to excel
- Drive to learn and grow
Skills
Job Details
Span.Inc headquartered in Islamabad; Pakistan, is a global leader in providing outsourced technical support, customer care and other business process outsourcing (“BPO”) solutions, training services and software development to its customers. Mission At Span, we aim to work to be Top Team, we can Compromise for our aim, but do not compromise on Our Aim.We pride ourselves in our ability to structure creative transactions to meet the objectives of all our stakeholders,Employees, Management, Clients and the communities we Serve. SPAN is a full service BPO - Call Center company with a resolute focus on customer & there clients needs. SPAN was established in 2011 envisioning the need in the market for an outsourcing company. The company that focuses on offering professionally managed quality services. SPAN in depth know-how of working with clients in all industries, we work hard to focus on providing a wide variety of services which can help any company of any size minimize their costs and increase their revenue. SPAN he equipped with educated and talented individuals. The Human Excellence Department is specifically trained to select effective employees. Our team, every individual & every department provide quality services consistently because through a series of training sessions and development programs. Every Spanians is full of motivation to do their best in order to grow because we value our Human Resource. They are motivated by knowing they have a career path at SPAN. SPAN provides aspiring young professionals with more than just jobs.
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