Posted Nov 23, 2017 16 views
AM CC Operations is primarily responsible to coordinate Level II and Level III support activities with vendor, level 1 teams and CC business teams. Ensure that all infrastructure available at Lahore for Contact Centers is properly managed.
MAJOR RESPONSIBILITIES
· Manage level II and Level III support for incidents / issues
· Manage vendor SLAs and internal OLAs
· Ensure IPCC systems are managed and updated
· Support implementation of expansions and upgradations through onground supervision
· Support verification of CRs and supervise CR deployments on ground
· Regular health checkups of network and systems to ensure quality of service and availability is maintained
· Manage large amounts of inbound and outbound calls in a timely manner
· Follow communication "scripts" when handling different topics
· Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
· Seize opportunities to upsell products when they arise
· Build sustainable relationships and engage customers by taking the extra mile
· Keep records of all conversations in our call center database in a comprehensible way
· Frequently attend educational seminars to improve knowledge and performance level
· Meet personal/team qualitative and quantitative targets
· Any Other Projects Assigned by the Supervisor
QUALIFICATIONS/ COMPETENCIES Education:
Advanced Degree in Engineering Expertise: Experience in Technology Solutions
Other skills:
· Team Work
· Negotiation Skills
· Time and Meeting Management
· Excellent communication skills
Job Details
PTCL Group
pPakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. Whether it is an office in the largest city of Pakistan or a home in a small village, we are present in every corner of Pakistan to serve our customers./p
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