Manager Operations - Call Center required

Company Name:  Innovative Investment Bank Limited

Company Description:
Innovative Investment Bank Limited (IIBL) is a Non-Banking Finance
Company (NBFC) and is licensed by the Securities and Exchange
Commission of Pakistan (SECP) to engage in Investment Finance
Services, Housing Finance and Leasing to local and foreign corporate
and individual clients.

IIBL is geared to manage the needs of the customers through wealth
management by offering a broad array of products and services and
building a relationship with the customer based on commitment, trust
and dependability.

Job Title:        Manager Operations - Call Center
Industry:         Banking/Financial Services
Job Type:         Permanent ( rotating )
Job Location:     Lahore
Minimum Education:   Master's Degree
Career Level      Manager
Minimum Experience:   3 Years
Apply By:         Apr 30, 2008
Apply At:         iibjobs@yahoo.com

Job Description:

Supervise and coordinate activities of workers providing telephone
customer support services

Make necessary changes in staffing based on days of week, sales
promotions, other anticipated events

Monitor productivity of customer service representatives and
generate reports

Monitor individual, team and call center results to identify and act
on both positive and negative performance trends to insure
attainment of revenue goals and performance targets

Monitor service calls to observe employee demeanor, technical
accuracy and conformity to company policies

Answer questions and recommend corrective services to address
customer complaints

Communicate and follow up to insure representatives are fully
informed of all new information related to products, procedures,
customer needs and company related issues, changes and actions

Work on computer to compile work volume statistics for accounting
purposes and to keep records of customer service requests and
complaints

Determine work procedures, prepare work schedules and expedite work
flow

Study and standardize procedures to improve efficiency of
subordinates

Maintain harmony among workers and resolve grievances
Carry out supervisory responsibilities in accordance with the
organization policies and applicable laws


Skills Required

Good Communication Skills , Leadership qualities , Patience and
Pleasant Personality 

Send your CVs to:
iibjobs@yahoo.com