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职位介绍

  • Assist Senior Manager Operations business operations and determine strategies by performing needs assessments, performance reviews, capacity planning and establishing production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintain and improve contact center operations by monitoring operational & campaign performance, identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance plans.
  • Evaluate and review performance of team leads and evaluations of subordinates for fairness and consistency in accordance with established guidelines and procedures. 
  • Ensure effective traffic management through adherence on the floor.
  • Guide and monitor Team Leader in achieving client defined daily KPI's.
  • Promote a conductive working environment for all employees and ensure discipline on the floor.
  • Demonstrate excellent leadership and people management skills to develop and train staff to deliver world class service to client.
  • Ensure that Team Leads and staff are equipped with updated knowledge to deliver right solutions to the customers.
  • Shall keep the staff motivated, energetic and result oriented to keep the attrition numbers below than 5%.
  • Shall suggest process improvements to client and firm to add value.
  • Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
  • Provide details to Project Manager regarding frequent complaints and common problems received from client’s end.
  • Develop and ensure effective and efficient communication channels with client to meet pre-defined SLAs.
  • Develop and ensure effective and efficient communication channels amongst his teams to achieve the targeted quality level.
  • Assist in implementation and maintenance of highest level of quality assurance systems within the contact centre.
  • Maintain record of the performance of his team leaders and deliver performance appraisals periodically.
  • Ensure that all the Agents / Team Leads on floor are fully updated with all the information sent by Client and relevant stakeholders.
  • Present the monthly comparative analysis report to the team and floor performance and action plans for improvements.

工作详细内容

全部职位:
1 发布
工作时间:
轮班制
工作类型:
工作地址:
性别:
没有偏好
最低学历:
学士
职位等级:
资深专业人员
电话预约已成功,我们的专家会在短时间内与你联系:
8 Years
在之前申请:
Nov 22, 2019
发布日期:
Oct 22, 2019
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Abacus Consulting

· 1001-1500 员工 - 伊斯兰堡

pFor over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is ...阅读更多

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