| Job Title: |
|
Manager Contact Center Services |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Karachi |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
|
Experienced Professional |
| Minimum Experience: |
|
7 Years10 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Sep 16, 2018 |
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| Job Description: |
- Manage daily and intra-day work flow and staffing to achieve maximum efficiency and service for the contact centers and their departments
- Develop a business plan for the operations department, including budget development
- Monitor the application of the traffic function, including policy and procedures, operating structure and information flow
- Analyze contact center trends in order to recommend and enact business changes and work flow requirements
- Create and manage Business Continuity Plans to eliminate downtime and customer impact by ensuring the right processes and communications are in place and followed.
- Evaluate administrative volume, productivity and statistics at both team and contact center level
- Identify and act on latest policy conformity, departmental performance trends and technical accuracy to ensure quality, effectiveness and efficiency; ultimately maximizing revenue goals and performance targets.
- Inspire and provide strong leadership, mentoring and vision for the Contact Center Operations teams
- Continually provide and deliver opportunities for personal and professional growth.
- Drive operational objectives by managing internal and external relationships and build credibility as the operational point person and team within the business
- Utilize strong analytical skills and understanding of contact center tools and metrics to analyze business performance to identify, report and act on trends that will improve service and efficiency
- Determine and drive the planning and strategy for effective intra-day, daily, weekly, monthly and annual workforce management
- Demonstrate leadership abilities by using appropriate influencing and consensus building skills to manage internal expectations and changes
- Manage intra-day traffic control of contact volumes and staffing levels to meet service and efficiency goals
- Facilitate business and contact center system implementations and migrations
- Use strong knowledge of industry business systems to facilitate and trouble-shoot any intra-day system or business-impacting issues
- Create and effectively manage the execution of business continuity plans
- Readily assume special projects and tasks as assigned
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