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

Head of Operations / Support

The Head Operations & Support will design, manage, and monitor PSW operations and support in close coordination with relevant teams including those of third-party suppliers wherever engaged by PSW for the purpose. The incumbent will also develop and implement CRM and call center policies and procedures with regards to PSW, its allied components such as Pakistan Trade Information Portal, Port Community System, Customs Management System etc. and other initiatives.

Key responsibilities

PSW OPs & Support Teams:

Setup and manage PSW Operations and Support with help of dedicated resources to ensure seamless PSW operations and user support.
Develop and implement standard operating procedures for providing support to internal and external users and act as the PSW focal point for all support related queries and issues from various stakeholders
Help design and implement optimal solutions for customer relationship management, customer user experience and system performance
Implement Help Desk setup for Internal and External Users (such as Banks, OGAs etc.) using ITSM standards and best practices.
Manage and resolve Business & IT user requests and escalate requests to top management if needed.
Improve customer care and communications by reducing long lead times in resolutions, Inquiry tracking and reporting, Better use of communication channels- Phone/Chatbots/SMS/Email/web and Proactive communication of FAQ’s.
Provide daily reporting on the completed / incomplete tasks for quality assurance and improvement purpose.

Call Centre Management

Ensure provision of quality customer service through relevant technology-based solutions (such as call centers etc.);
Manage and supervise third party CRM/Call center support including performance/KPI assessments as per mutually agreed service level agreements.
Act as the PSW focal person for coordinating and providing L2, L3 support where needed.
Help setup the executive dashboards and other tools that allows tracking, mapping, and details of users served by the CRM/call center/ or other PSW components;
Monitor the executive dashboards provided by third party CRM/call center and take/recommend appropriate action where needed.
Generate and analyze CRM data to identify recurring issues and recommend corrective action to the relevant PSW teams.
Provide technical training and support to CRM staff to support PSW customer support services.
Develop and execute Business continuity Plan and recovery action.
Design and implement performance reporting for the staff and the CRM System through implementation of KPIs and management reporting.
Any other related duty assigned by the COO or CEO.

Required Skillset:

Master’s Degree with relevant experience in IT Operations and Support, Call Centre, CRM Setup and Management.
Expert Knowledge of operations and call center support.
Excellent written and verbal communication skills and high level of personal integrity;
Innovative thinking and leadership with an ability to lead and motivate cross-functional, interdisciplinary teams;
Experience with contract and vendor negotiations and management including managed services;
Specific experience in best in class development practices;
Experience with Cloud computing across virtualized environments.

Qualification and Experience:

Degree in technology-related field required; and
A professional support and operations management certification.
Minimum 8-12 years’ experience in IT Operations and Support, Call Center Setups, CRM Deployment.

Reporting to:

Chief Operating Officer

مہارتیں

Configuring Software Coordination Abilities Office Support

نوکری کی تفصیلات

صنعت:

انفارمیشن ٹیکنالوجی

شعبہِ افعال:

عملیات

کل عہدے:

1 اشاعت

نوکری کی شفٹ:

پہلا پہر

نوکری کی قسم:

مستقل

نوکری کا مقام:

کراچی, پاکستان

جنس:

کوئی ترجیح نہیں

عمر:

30 - 50 سال

کم از کم تعلیم:

ماسٹرز

ڈگری کا عنوان:

Master’s Degree with relevant experience in IT Operations and Support, Call Centre, CRM Setup and Management.

کیریئر کی سطح:

تجربہ کار پیشہ ور

کم از کم تجربہ:

8 سال (Minimum 8-12 years’ experience in IT Operations and Support, Call Center Setups, CRM Deployment)

اس سے پہلے درخواست دیجیۓ:

فروری ۰٦, ۲۰۲۲

تاریخِ اِشاعت:

جنوری ۰۵, ۲۰۲۲

Pakistan Single Window

انفارمیشن ٹیکنالوجی · 101-200 ملازمین - کراچی

پیروی کریں

Pakistan Single Window (PSW) is an ICT-based system in Pakistan providing a single window for trade. PSW is a facility that allows parties involved in trade and transport to lodge standardized information and documents at a single-entry point to fulfill all import, export, and transit-related regulatory requirements. If information is electronic, then individual data elements need to be submitted only once. PSW will connect relevant government departments with each other and with economic operators like importers, exporters, customs agents, shipping agents, transporters etc, in Pakistan for efficient management of cross border trade. It will provide the ease and transparency in achieving compliance with relevant regulatory requirements, through an on-line facility, that will intelligently handle the information for each transaction without the need to provide same information more than once or to physically visit such government departments. Pakistan has committed to implement various provisions of World Trade Organization’s (WTO) Trade Facilitation Agreement that includes implementation of a National Single Window (NSW) system before February, 2022. Pakistan also needs PSW implementation to overhaul management of its external trade for reducing time, cost and complexity involved to improve its position in various global rankings on competitiveness and ease of doing business. Guiding vision and mission objectives: VISION: Pakistan will establish a world-class automated hub by 2022, offering services and creating efficiencies, to reduce cross border trade related costs, time and complications for improved trade facilitation and compliance. MISSION: Improve cross-border trader processing by providing centralized ICT based services, simplified processes, effective and reliable automation, harmonized data exchange and risk-based selectivity in enforcement of government’s regulations.