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Thursday, June 11, 2009

Work Force Manager - Islamabad

This is a position with core focus towards traffic control and developing efficient schedules for the Call Center by achieving KPIs and maintaining a high accuracy level.

Scope:
Call Center Scheduling, Traffic Control and forecasting
Job Context/Operating Environment:
Call Center Inbound Operations

Communication:

Internal : Subunits of Call Centre Operations, Call Center Management.
External: Customers

Decisions:

Amendments in schedules as and when required. Provide customer feedback to the Call Center management for improvement

Principle Accountabilities:

1. Meet all Targets/KPI's set by the department. Responsible for meeting all targets/KPI's on daily bases set by the Department.
2. Adherence Monitoring & Traffic Control. Responsible for monitoring systems/reports and taking effective prompt measure to meet the set standard of service level. Responsible for developing schedules based on the forecast on periodic basis. Amendments in the schedule if and when required.
3. Complete Understanding of Call Center Operations. A strict adherence to company/divisional policies, plans and strategies to achieve company/divisional goal along with complete understanding of code of conduct.
4. Participation in motivational activities. Participate in all team meetings and team building/Motivational exercises on daily/weekly/monthly basis. Contribute to manage team objectives through team work. Responsible for a hygienic & a clean overall work environment.

Qualifications/ Knowledge
Minimum Bachelors, Preferably Masters

Skills - Generic Ability to work independently as well as a part of a team, Ability to work in challenging environment, Ability to work under stress, Ability to influence others, Ability to handle pressure situations, Flexible to work in different shifts 24/7

Skills - Job Specific Should be a team player, Pressure handling ability, ability to handle multiple tasks, should be able to manage heavy workload effectively & efficiently, Meet set targets/KPIs strong negotiation & analytical skills, should be result oriented.

Experience 1-2 Years of experience of Call Centre Operations

To Apply:

apply@zong.com.pk

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