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Team Lead- Call Center Operations

ePlanet Communications (Pvt) Ltd

Karachi , Pakistan

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Posted Mar 21, 2018 7 views

PKR. 30,000 - 50,000/Month

Provide monthly/weekly/daily direction to the 360 support so all KPIs remain within acceptable benchmarks.
Provide training to the new staff for all clients or as required.
Assess team’s overall and individual’s performance and coach the team member to improve efficiency of the operations.
Address disciplinary problems of team members according to company’s policies.
Strategize and execute action plans to handle any exceptional incident and/or situation.
Understand requirements of voice and non-voice support functions and deploy resources on those functions according to team member’s skill and requirement of the operations.
Analyze trends and forecasting volumes.
Schedule staff according to the required volume trends and expected volumes as shared by the clients.
Handle leave requests, managing absenteeism with respect to the required bodies on chair
Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
Handle sporadic projects with optimum efficiency
Plan, create budget and execute all short term projects, as well as ramp-ups for on-going permanent clients.
Correspond with the clients and facilitating them as and when required.
Compile reports to provide performance visibility to the clients.
Correspond with internal domains to ensure smooth operations.

Job Details

Industry:

Information Technology

Functional Area:

Operations

Total Positions:

1 Post

Job Shift:

Rotating

Job Type:

Full Time/Permanent

Department:

BPO

Job Location:

Bahadurabad, Karachi, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Experience:

2 Years - 4 Years

Apply Before:

Apr 22, 2018

Posting Date:

Mar 21, 2018

ePlanet Communications (Pvt) Ltd

Information Technology · 301-600 employees - Karachi

ePlanet Communications Inc. was founded in August 2003. ePlanet Communications has offices in Canada, U.S.A, U.K and Pakistan. We specialize in BPO (Business Process Outsourcing) Services and Software Development & Call Center Services to our North American Clients. We are committed to serve our business partners with competence and excellence.