Specialist 1
Mobilink
مجموع سنوات الخبرة :8 years, 11 أشهر
Managed 5 teams with more than 80 CSRs with direct reporting line and 39 teams with over 600 CSRs with indirect reporting line.
Administered floor traffic, call flow, service level and FCR provision.
Serviced & supported over 25 million Post-paid & Pre-paid Clients.
Developed & Implemented Standard Operations for Call Centre, which brought discipline in terms of information provisioning.
Synchronized between call flow and floor, resulting in better service levels.
Counselled staff on career matters on-behalf of personnel department.
Team Lead of Recruitment Team (Contact Center) Scope: Central Zone
• Hired and trained talented call center staff of over 500 CSR's.
• Designed recruitment SOPs, on the basis of which new hires are selected.
• Performed pre assessment tasks like desk screening and telephonic interviews.
• Conducted over 35 assessment centers for recruitment drive and hired over 500 CSR's.