January 25, 2011

GM Contact Center

[Note: This is head of the Contact Center/Call Center position]
Position Location: Lahore
Sector: Telecom
Company Type: Large Multinational Telecom Company
Salary: Rs. 235K to 290K per month (Please note: This figure includes a car allowance)
Deadline: None given -- First come first served

Essential Requirements:
-- Recent experience of being head (or at Number 2 level) of a large Call Center
-- Recent experience with large and prestigious multinational (or similar) companies.
-- Total work experience of about 10 to 12 (or more) years

-- Experience in telecom industry

 GM Contact Center operates call centers, and implements periodic plans
for call centers. Collaborate with regions to ensure that actions are
dually taken on orders/complaints received from customer and take
measures for customer satisfaction.

Develop Call Center Plan
-          Develop policies for sales, customer care,  and customer retention.
-          Devise call center operational plan.
-          Create plan for continuous improvement of call’s handling.
-          Define policies and procedures for enhanced customer care.
-          Monitor Call Center Operations

Oversee the operations of:
-          Calls received
-          Complaints dispatched
-          Operate call centers effectively to achieve set sales target.
-          Monitor operational efficiency of the department.
-          Ensure new sales promotions are effectively reached to
proper segmented market.
-          Continuously improving call receiving mechanism.
-          Monitor performance of each segment and ensure consistent
performance of department.
-          Coordinate inter CC offices and intra company support/stake
holders teams.

Control activities :
-          Ensure compliance with budgets, targets, and deadlines
through the implementation of cost-efficient controls.
-          Undertake performance management
-          Monitor and evaluate reporting employees

Other skills:
-          Problem Solving
-          Leadership and Strategic thinking
-          Negotiation Skills
-          Time and Meeting Management
-          Excellent communication skills
Interested candidates send updated CVs (along with current and expected salary package) with the name of position in subject line to pakistan.career@gmail.com