Assistant Manager Technical Customer Services

Permanent Sybrid Private Limited in Featured
  • 7th Floor, Lakson Square, Building No.3, Sarwar Shaheed Road, Karachi. View on Map
  • Post Date: March 11, 2020
  • Applications 0
  • View(s) 1263
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Job Detail

  • Career Level Manager
  • Experience 4 - 6 Years
  • Gender Both
  • Qualifications Bachelor’s Degree (Master’s Preferred) In Engineering (Telecom, Computer Science, Electronics, CCNA Trained Will Be An Added Advantage)

Job Description

Critical to Client

  • Setting and meeting performance targets for speed, efficiency and quality
  • Ensure campaigns promotional and marketing materials activities are properly communicated and executed to CSEs timely through teams
  • Managing the Contact Center Operations by keeping strong communication with Clients
  • Ensure all agreed Operational SLAs
  • To ensure services UP Time as per agreed SLAs with the help of Support departments

Critical to Operations

  • Ensure effective communication with Internal and external customers
  • Recognizes and reward the efficient performance of subordinates
  • Keen monitoring of team members performance through Team Leaders / Supervisors
  • Provision of technical, objective and goal oriented support to the Team Leaders / Supervisors
  • To Manage the Control of Shift Leakages, Shrinkage & Discipline

People Management/Coaching

  • Ensure a complete understanding towards team on client targeted areas
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Actively participates and promotes incentive programs
  • Coaching & Counseling of Team Leaders / Supervisors to build a strong team
  • Arrange regular recreational and motivational activities for agents with the help of Team Leaders, Supervisors and other departments

Report Management

  • Enhances campaign reputation by accepting ownership for accomplishing new and different requests of client or management
  • Exploring opportunities to add value to job accomplishments through different reports
  • Make  sure  that  all internal  and  external  reports  shared  by concern  team  timely  and accurately

 Compliance

    • Applying  an  understanding  of  key  legal  precedents,  policies  and  practices  to  protect  the interests of the organization and individual employees
    • Ensures consistent administration, compliance and application of policies and procedures

Customer Focus

    • Researching and understanding client business operations and agenda
    • Improves quality results by recommending process improvement plans for better customer experience
    • Understanding of client business operations and agenda
    • Identifying and articulating project drivers, strategic fit and commercial benefits with client
    • Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
    • Building strong relationships with Client, focusing on impact and result for the customer and responding positively to feedback