| Job Title: |
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Contact Center Operations Executive |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
|
2 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Sep 28, 2016 |
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| Job Description: |
Key Responsibilities
- Track call volume trends and provide structured analysis for call forecasting, capacity planning and Staffing for in-house and outsource call centers
- Preparation of Monthly and yearly forecasts for in-house and outsource
- To Estimate Staff requirement to handle forecasted call volume for In-house and outsource to achieve the service levels, occupancy and ASA
- Rectify and Substantiate Monthly outsource call center billable productive hours
- Validation of vendor financial invoices and WFM related reports
- Coordinate with all concerning departments for outsource employees IDs creation of all BSS applications and their provisioning for call center staff
- Provide support in ensuring development of scheduling program against predicted volumes and balancing other departmental needs
- Prepare In house & outsource call center weekly and monthly presentation to management
- Provide support to management in ensuring all required Call Center data is tracked and share trends, reports and analysis with call center management on a continuous basis of in-house and outsource
- Conduct analysis on real time performance issues and recommend solutions to call center and outsource management.
- Generating call center automated reports for management to run smooth operations
- Employees Profiling from joining till end of services
- Work with call center management on initiatives to support new business growth and overall operations.
Essential Skills:
- People management
- Understanding of contact center operations
- Conflict management and Analytical ability
- Knowledge of CC system like CRM, CCMS, and related systems / CC Reports
- Computer Proficiency:
- Well versed with MS office
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| Company Information |
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Company Name: Warid Telecom Pvt Ltd
Company Description:
Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Abu Dhabi Group entered into a strategic alliance with Singapore Telecom. Subsequent to this transaction in July 2007, telecom giant SingTel acquired 30% percent equity stake in Warid Telecom, Pakistan. This partnership is part of a strategy to support Warid Telecom's continued growth and to enhance its market position. Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. It has diversified business interests, offering strong financial resources and extensive management expertise that result in commercial success for several institutions.
Success of Warid Telecom is determined by its success in operating as a unified team. We have to earn the trust and respect of our customers everyday in order to be the primary choice of our customers. Our success is guaranteed by creative and productive employees who are empowered to make suggestions. Every job at Warid is critically essential to fulfill the overall mission of the company.Our primary goal at Warid, as an employer is, is to live our vision and focus on providing exemplary customer care for both internal and external customers. We achieve this goal by having dedicated, hardworking and committed workforce. Warid Telecom's management aims to provide every employee with the tool to professionally groom and develop as highly successful professional while achieving their career goals.
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