July 18, 2010

Assistant Manager Prepaid - Telenor Lahore

Degree(s)/Major(s): Bachelors / Masters in Business Administration
Experience Required: 3-4 Years of Call Center Operations
Key Responsibilities:
1.Manage day to day call centre floor operations
2.Monitor and improve call centre performance measures i.e service level, customer satisfaction, first contact resolution
3.Achieve daily sales target
4.Strategize the operations to obtain maximum potential of sales
5.Identify new revenue streams
6.Ensure compliance of company policies, procedures and SOPs
7.Work with the team leaders to improve individual team performance and KPIs
8.Propose and implement customer centric processes through constant process improvement methodology
9.Ensure optimum resource efficiency and utilization by recommending appropriate change in the work schedule
10.Ensure prompt customer complaint management and end to end resolution
11.Motivate staff to achieve call centre operations objectives
12.Analyze, monitor and propose improvement in team leader and customer relation officer KPIs
13.Ensure the implementation of CRD strategy through people, process and technology

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