Posted Jun 15, 2021 3 views
Key Responsibilities:
- Design, optimize, lead/run a technology led contact center operations; team size of 60+ resources servicing multi-service projects.
- Key responsible for a managed service eCom Contact Center/CX Operations
- Ensure expected service delivery as per the SLAs set forth.
- Ensure smooth service operations and drive operational excellence in collaboration with internal and external teams/Stake-holders
- Liaison with Internal competencies i.e. eCom Dev & Support, BI, UI/UX, Application, Integration, System & App Support, VOIP and Infra to meet and exceed the client’s expectations.
- In depth, day to day contact center real time management.
- Process Designing
- Process Management
- Process Optimization
- People & Team Management
- Managing Customer Success Life cycle
- Design and enhance customer experience journeys.
- QA and Compliance
- Develop, design and manage operational, performance, and quality reports, Insights & Analytics
- Help management with action-able insights to achieve the business
Routine Contact Center Assignments: -
- WFM
- Team Management
- Ensuring SLAs + KPIs and balanced score benchmarks across all the support channels i.e. Voice, email, chat, Social and web.
- Reports and Analytics
- Client Coordination
- Coordination with Internal team i.e. eCom, UI/UX, BI, RPA and others.
- Progress and Performance Status updates.
- Ensuring day to day Productivity targets and utilization of resources across all the channels i.e. Voice, Email, Chat, Social.
- SLAs, Quality & Compliance Management.
- Ensuring Daily, weekly and Monthly Performance & Productivity targets
- Ensuring Response, Resolution and Escalation Management targets
Job Details
Systems Ltd
Systems Limited was established in 1977 as Pakistan's premier software house and technology based solution provider. Since its inception, it has grown and progressed to be at the center stage of information and technology, providing effective computing strategies and solutions to Private and Government Organizations. Systems Limited has played a major role in some of the largest IT projects in the country. Internationally, the Company has established itself as a key player in the critical market segments of United States, providing services & products to a growing list of corporate clients. Our diverse expertise extends beyond deployment to provide operational, maintenance, support and business outsourcing services. Our Technology Specialists have years of experience delivering successful solutions based on Microsoft, Oracle, IBM and Java-based technologies. Systems Limited is a fully employee-owned company representing a greater employee commitment to successful solution delivery. There are over 3000 professionals in our 5 offices in Pakistan,1 in India and 2 offices in United States.
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