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Job Description

  • Proactively manage efficient team delivery and output within agreed service levels and business targets.
  •   Effectively manage business processes within the team, such as time and attendance, to ensure customer satisfaction and accurate flow of information to internal sources.
  • Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.
  • Conduct return to work interviews after absenteeism.
  • Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members.
  • Take direct control of team retention levels.
  • Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence.
  • Provide clear and constructive feedback to both good and bad performers.
  • Disseminates information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received.


  • Relevant Qualification(s) - Bachelor's and above
  • Should have experience of managing team(s)
  • Proven ability to take strategic initiatives
  • Excellent ability to handle pressure
  • Advanced MS Excel and system handling skills
  • Experience of working in Telecommunication is required-  ideally in back end office  

Job Details

Total Positions:
2 Posts
Job Shift:
Job Type:
Call Centre Operations
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
1 Year
Apply Before:
Nov 16, 2020
Posting Date:
Oct 15, 2020
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Abacus Consulting

Information Technology · 1001-1500 employees - Lahore

For 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 ...Read More