| Job Title: |
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Assistant Manager Contact Center Operations |
| Category: |
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Operations |
| 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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Advanced Degree in Telecom/Electrical Engineering |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
|
4 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Jan 12, 2018 |
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| Job Description: |
Job Overview
AM CC Operations is primarily responsible to coordinate Level II and Level III support activities with the vendor, level 1 teams, and CC business teams. Ensure that all infrastructure available at Lahore for Contact Centers is properly managed.
MAJOR RESPONSIBILITIES
- Manage level II and Level III support for incidents/issues
- Manage vendor SLAs and internal OLAs
- Ensure IPCC systems are managed and updated
- Support implementation of expansions and upgradations through onground supervision
- Support verification of CRs and supervise CR deployments on ground
- Regular health checkups of network and systems to ensure quality of service and availability is maintained
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Any Other Projects Assigned by the Supervisor
QUALIFICATIONS/ COMPETENCIES:
Advanced Degree in Engineering Expertise: Experience in Technology Solutions
Other skills:
- Team Work
- Negotiation Skills
- Time and Meeting Management
- Excellent communication skills
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| Company Information |
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Company Name: PTCL Group
Company Description:
pPakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. Whether it is an office in the largest city of Pakistan or a home in a small village, we are present in every corner of Pakistan to serve our customers./p
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