خلاصہ

Job Description
Support and People management in terms of employee performance / documentation.
Manage and handle a team of 15 CCRs.
Ensure self and team participation in Team Meetings, Daily Clinics, CTP and other learning forums.
Conduct periodically one on one coaching/appreciation session with each team member and provide positive/constructive feedback.
Handle escalations with resolution and necessary follow-ups facilitate Floor Management for smooth floor operations.
Ensure team is aware of companys policies procedures and code of conduct.
Motivate staff to achieve sales target.

Special Task was looking after Contact Center Recruitment process also worked in FCR team. PFB Recruitment Process.

Looking after Complete Recruitment process of Contact Center Contractual hiring.
Collecting CVs from different platforms and shortlisting candidates.
Conduct Telephonic Interviews of Shortlisted candidates
Give complete awareness of Salary package and benefits incase they qualify in telephonic Interview
Make arrangements for assesments for the cadidates who qualify in telephonic interviews.
Make necessary arrangements for final interview with managers for the cadidates who qualify in Assesments.
Helping cadidates for completion of necessary documents.
Making arrangements for a complete batch for QA Trainings.
Upload all documents in our Call Center hiring file for future purpose.

Rotation in Mobilink

Investigation and Resolution Department

Basically its a back end operation department where we used to look after escalated cases and try our best possible efforts to resolve customer issue on priority.
I used to coordinate with different departments via Emails/Calls in order to discuss and resolve customer Issue.
I used to prevent customer from churn as a additional task where we used to give best possible alternates /offers to customer and we make sure that our family member ie our valued customers dont leave u