یہ کمپنی اب اس نوکری کیلیۓ مزید سی ویزنہیں لے رہی۔

Head – Contact Center Operations

This core Customer Care & Contact Center position will lead a team of senior individuals (with their teams) who will manage Customer Care & Contact Center Support, Governance, Quality Assurance and Monitoring functions along with continuous striving for International Recognition Certifications. This position will directly report to Head – Customer Care & Contact Center.

Job Duties: Performance Management & Capacity Planning:

Lead capacity planning activities ensuring delivery against operational requirements.
Continuous reporting highlights of entire department with list of offering services, performance gaps, relative targets and deviation against period. Dashboard reporting, MIS etc.
Support data analysis and presents insights to key stakeholders to take informed decisions for change management considerations.
Design framework for dashboards to help key stakeholders understand the health of business.

Governance & Certification:

Governance & Controls - Help develop policies, strategic plans, frameworks, methodologies and procedures to blend risk management, compliance, and performance monitoring.
Risk Management & Security - Ensuring the continuity of routine activities, and secure optimal risk-adjusted return through review and risk mapping. Controls include ID sharing, Data leakage, masking of information and securing customer PII also ensuring BCP/BIA of entire department
Compliance – Regular checks across Customer care & Contact Center for compliance of regulators guidelines, organization guidelines and department SOPCertification – Customer Care & Contact Center International Standard Organization Certifications and COPC for overall standard bench-marking.
Audit - Carry out comprehensive and detailed audit and reviews through an examination of the management controls within Customer Care & Contact Center by gathering and evaluating evidences for safeguarding assets, maintaining data integrity, and operating effectively to achieve the organization goals and objectives.

Human Resource Development:

Play a pivotal role in establishing guidelines and rules for efficient human resource recruitment and development
TNA, SOK Management & Employee Life Cycle
Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development events and resources.
Creating and maintaining database which may require tracking, employment records, and grievances also Coordinating with vendor for job accessories job cards and employee Ids etc.
Retain and motivate all Customer Care and Contact Center employees via development of training programs and career pathing that challenge and grow employee skill sets.

Admin & Budgeting Controls:

Vendor management, Inventory Management, Requisitions, Recording of items / billings & Controls
Monitor / reports related to the expense and income and program revenue as well
Ensure effective controls by keeping strong vigilance, Capital Exp. bills processing, Recording & procurements to keep vigilance on Capital Exp. Budgeting under different heads.
Co-ordination with Finance/IT Admin/Central Payment etc. on Revenue & Capital Exp. Budgeting.
Salary Process / Full & Final Settlement

Quality Assurance Monitoring:

Devise and establish quality procedures, standards, and specifications.
Work closely with all internal stakeholders to establish quality requirements and customer expectations.
Strongly managing Customer Satisfaction Surveys, customer feedback and relevant analysis to carry out plans of overall improvement
Collection of Employees feedback and improvement plans
Ensure knowledge base is kept updated and is available to agents as an easy reference to customer queries.

Requirements:

Minimum Masters, MBA/MSc.
Additionally, Certification in Office suites is a plus
Minimum 10 Years of Job Experience
Extra ordinary Analytical skills
Able to comprehend Data patterns
Positive attitude
Extensive System & IT Knowledge

مہارتیں

Contact Center Optimization Contact Center Operations Contact Center Management Customer Care

نوکری کی تفصیلات

صنعت:

بھرتی / روزگار کے ادارے

شعبہِ افعال:

خدمتِ خریدار ومعاونتِ صارف

کل عہدے:

1 اشاعت

نوکری کی شفٹ:

پہلا پہر

نوکری کی قسم:

مستقل

نوکری کا مقام:

کراچی, پاکستان

جنس:

کوئی ترجیح نہیں

کم از کم تعلیم:

ماسٹرز

کیریئر کی سطح:

سربراہ شعبہ

کم از کم تجربہ:

10 سال

اس سے پہلے درخواست دیجیۓ:

اپریل ۱۵, ۲۰۲۴

تاریخِ اِشاعت:

مارچ ۱۴, ۲۰۲۴

Finclude

بھرتی / روزگار کے ادارے · 11-50 ملازمین - کراچی

پیروی کریں

Finclude is a fintech & IT recruitment services provider company. Finclude specializes in building business, tech and risk teams for fintechs, banks and other companies building the fintech ecosystem. We work with banks, fintechs & IT companies in Pakistan and the Middle East region to build tech teams.