Job Description:
Position Purpose: This is a position with core focus on devising and delivering prepaid strategy through planning, monitoring day to day operations in the Call Centre.
Area of Interest: Customer Relations
Location: 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
Functional Skills/Knowledge Areas:
1.Call Centre Operations knowledge
2.People Management skills
3.Decision Making skills
4.Excellent Business Communication skills
5.Problem solving & Analytical skills
At times, organization decisions can affect the hiring speed of the position you applied for. So you need to remain positive and wait patiently for their decision. If you are shortlisted, the employer will update your application status at www.jobsnama.com, or contact you directly to arrange for an interview. Therefore, check your email regularly and make sure your contact details are up-to-date.
To Apply:
Application Deadline: 22-Jul-2010
Apply online at:
http://careers.telenor.com.pk/Page/Detail/VacancyView.aspx?PositionID=3000226
or
http://www.telenor.com.pk/careers/Jobs.php
* Only shortlisted candidates will be contacted
* Candidates with disabilities are strongly encouraged to apply.
* These vacancy details are not definitive and may be subject to future amendments.
