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Assistant Manager (Contact Center) Lahore

PTCL Group Verified

Lahore , Pakistan

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Posted Jul 08, 2020 14 views

Operational Activities
  1. Managing 1218, 1260 corporate, SMB and employee helpline.
  2. Improve help line productivity by highlighting deficiencies and recommend changes in existing system & processes
  3. Implement Best in class customer experience.
  4. Work to increase Customer Contact Handling and offer FCR.
  5. Precise utilization of Overall Workforce to gauge maximum Occupancy.
  6. Analyze repeated callers and develop strategy to reduce repeat calls.
  7. Responsible to achieve the Contact Center 1218 KPIs target as set by the management. Directly supervise and monitor the performance
  8. Increase data base accuracy through Know your customer.
  9. Effective work to increase Employee Engagement Index.
  10. Ensure preparation and distribution of monthly performance reports.
  11. Assure audit compliance and procedure quality control and recommend, initiates corrective actions.
  12. Work with internal support teams for rectification of pending issues
  13. Coordination with IT/IS in case of any major downtime occurs in order to maintain service continuity and help line availability.
  14. Increase customer satisfaction through pledge.
  15. Enhance corporate customer’s satisfaction through addressing complaints correctly & timely.
  16. CC staff skills/capability index enhancement and maintain targeted CQI (Call Quality Index) & info accuracy.

Job Details

Industry:
Telecommunication / ISP
Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
Lahore, Pakistan
Gender:
No Preference
Apply Before:
Aug 09, 2020
Posting Date:
Jul 08, 2020

PTCL Group

Telecommunication / ISP · More than 5000 employees - Lahore
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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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