Senior Mnager Contact Center
Pakistan Mobile Communication Ltd. (Mobilink)
مجموع سنوات الخبرة :13 years, 11 أشهر
Key responsibilities are
• Ensure achievement of quality service level target for all customer segments including inbound & outbound operations.
• Manage ASA and service level target for all customer segments.
• Ensure FCR is provided at the Contact Center as per defined targets.
• Ensure optimum customer satisfaction is provided at Contact Center.
• Motivate employees while ensuring company objectives are met while implementing company policies and procedures.
• Enhance overall productivity and reduce staff attrition and facilitate timely and quality recruitment in order to ensure minimum headcount deficiencies.
• Ensure availability/maintain Contact Center infra-structure required for optimum results.
• Monitor day-to-day activities / issues to ensure timely escalation and resolution.
• Provide suggestions to enhance overall performance of contact centers and customer experience.
• Coordinate with other departments for the smooth running of day to day business and to facilitate internal and external customers.
• Initiate and manage special projects pertaining to call reduction.
Maintain, develop and document department policies, practices and procedures.
Providing help and advice to customers using your organization’s products or services.
Communicating courteously with customers by telephone, email, letter or face to face.
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
Issuing refunds or compensation to customers.
Keeping accurate records of discussions or correspondence with customers.
Analyzing statistics or other data to determine the level of customer service your organization is providing.
Producing written information for customers, often involving use of computer packages/software.
Writing reports analyzing the customer service that your organization provides.
Developing feedback or complaints procedures for customers to use.
Developing customer service procedures, policies and standards for your organization or department.
Meeting with other managers to discuss possible improvements to customer service.
Being involved in staff recruitment and appraisals.
Training staff to deliver a high standard of customer service.
Leading or supervising a team of customer service staff.
Planning and organizing: Devices distribution across all sales channels. Managing Fleet, warehouse and retail channels in inventory distribution.
Ensuring financial excellence: By contributing towards meeting P & L of devices management and preventing loss of sales opportunities.
Customer Excellence: Monitoring, analyzing and taking action on customer data, market data and channel data in order to resolve their issues and implement preventive actions.
People Excellence: Attending regular training sessions and providing continuous input and support to other team members to ensure continuous improvement and integration of best practices.
Process Excellence: Creating processes to optimize device distribution and designing control processes for seamless and smooth work flow.