One of our Clients is looking for Senior Manager Call Center Services for the following role
POSITION TITLE Senior Manager Call Center Services
POSITION BASED IN Lahore
CLIENT'S DETAIL Leading Telecom Company
GENDER Equal Opportunity Employer
PROFESSIONAL QUALIFICATION & EXPERIENCE · Masters with intensive Call centre Exposure in the Managerial Role of at least 5 years.
JOB RESPONSIBILITIES & SKILLS REQUIRED
· Reviewing the process of setting and meeting performance targets for speed, efficiency, sales and quality.
· Planning and managing change.
· Managing the daily running of the call center,
· Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
· Maintaining up-to-date knowledge of industry developments and involvement in networks.
· Monitoring random calls to improve quality, minimise errors and track operative performance..
· Planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff.
· Reviewing the performance of staff, identifying training needs and planning training sessions.
· Recording statistics, user rates and the performance levels of the centre and preparing reports.
· Handling the most complex customer complaints or enquiries.
· Organising staffing, including shift patterns and the number of staff required to meet demand.
· Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
· Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
· Developing, implementing and reviewing core responsibilities and tasks.
· Analyzing performance statistics and making decisions on the basis of these statistics.
· Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.
Please send your resume at FarrukhhSiddiqui@gmail.com in WORD FORMAT.Incomplete or Irrelevant CVs will not be entertained.
Please mark the title of the designation and the preferred city applying for in the Subject line