概要

Recruitment Selectionn Staffing Roster Managementn Reporting to Sr. Managern Preparing all the required Reports n Training Developmentn Interdepartmental CorrespondencenTrainer for Customer Services, Worldcall Limited.nMaking Benchmarks, Worldcall Limited.nPreparing process and procedure manuals for Call Center, Worldcall Limited.nAcquiring M/s Wireless Payphone Helpline (Sister concern Worldcall)nBest Customer Relations Officer for Almost one year Worldcall Communications Limited.nCurrently rotated on Customer cares to improve the system of front desk from the last 1 half yearsnnSpecial Training nService Excellence Strategies for Success,nBy Superior University nQuality Assurance By Superior UniversitynCustomer Services Selling Skills, By Worldcall Communications LimitednBorn Again Road to Success, By Superior UniversitynBusiness Intelligence By Superior UniversitynVision to Success By Superior UniversitynEffective Communication Business Attiquets

工作经历

公司标识
Manager Customer Service
WorldCall Telecom Limited
Apr 2014 - 代表 | Lahore, Pakistan

• The designation requires to manage Core Customer Operations Country Wide.
• Lead and manage a team of 60 customer service agents
• Plan, assign and monitor work tasks for optimum team efficiency
• Perform quarterly staff performance evaluations
• Identify and address development needs
• Develop staff training programs and reference manuals
• Formulate and implement customer service policies and procedures
• Determine customer service requirements through surveys, focus groups and benchmarking best practices
• Analyze data to identify strategies for improvement of service and productivity
• Implement improvements including new CRM system and applications
• Ensure the consistent achievement of customer service levels and standards
• Resolve escalated customer service issues
• Develop departmental budget and control costs
• CRM modifications and faults assigning.
• Execution of Sales & promotion of all products including EVDO/IOC/CATV/DTV.
• Look at HR requirement of the department.
• Define SOPs (Internal & External).

公司标识
Manager Contact Center
WorldCall Telecom Limited
Jan 2014 - 代表 | Lahore, Pakistan

Managing Entire Contact Center Operations country wide.

公司标识
Team Lead/Asst.Manager Customer Care
 WorldCall Telecom Limited (An Omantel Company )
Feb 2003 - Apr 2012 | Lahore, Pakistan

学历

Superrior Univerisity
硕士, , Masters in Business Administration‎
Human Resource Management
2007

技能

中级 Account Management =
熟练 Adminstration Knowledge
熟练 Benchmarking
熟练 Business Development Process
熟练 Committed to Customer Satisfaction
熟练 Conservation Awareness
熟练 customer egagement
熟练 Customer Service Operations
熟练 Customer Service Systems
熟练 Deadline Management
熟练 Department Budget Management
熟练 Development of Employees
熟练 Digital Marketing Analysis
熟练 Employee Administration
熟练 Employee Benefits Design
熟练 Employee placement
熟练 Employee Relations
熟练 Employee Retention
熟练 Human Resource Planning
熟练 Maintain Company Website
熟练 Monitoring & Counselling Skills
熟练 MS Outlook
熟练 Official Assignments
熟练 Operations Responsibility
熟练 Selling Skills
熟练 Strategic Public Relations Planning
熟练 Telephone account Management
中级 Telerradiology
熟练 Training and Development
熟练 الالتزام بخدمة العملاء
熟练 بناء العملاء
熟练 رعاية العميل

语言

熟练 旁遮普语
熟练 乌尔都语
熟练 英语

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WAQAR HUSSAIN
Standard Chartered Bank