This employer is no longer accepting CVs for this job, it has been deactivated by the company\'s administrator.
Posted Aug 16, 2018 10 views
- 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
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Rotating
Department:
BPO
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Experience:
7 Years - 10 Years
Apply Before:
Sep 17, 2018
Posting Date:
Aug 16, 2018
What is your Competitive Advantage?
Get quick competitive analysis and professional insights about yourself
Talk to our expert team of counsellors to improve your CV!
I found a job on Rozee!
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Aqib Irshad
Head of HR, Training & OD
FINCA
Ali Aziz
CEO
Shopistan
Zohaib Ali
Marketing Manager
Digital Online Devices
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Muzammil Baig
Digital Marketing Manager
IT Services Group
