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
• 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).
Managing Entire Contact Center Operations country wide.