February 09, 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

Preferred:
-- Experience in telecom industry

JOB OVERVIEW
 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.

MAJOR RESPONSIBILITIES
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
Apply:
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