Position Purpose: To monitor and support all outsourced operations of Telenor Pakistan¿s Customer Relations
Area of Interest: Customer Relations
Location: Lahore
Degree(s)/Major(s):
1. Graduation
2. Masters in Business Administration (preferred)
Experience Required:
Minimum 5 years of Call Center Experience (Preferred)
Key Responsibilities:
1. Lead the team of outsourcing executives and ensure optimum performance of CRD¿s outsourcing partner
2. Ensure that OSP meets / exceeds Service Level, FCR, Quality Scores and other goals as per the contract on a regular basis
3. Establish strong relationships with the OSP management team
4. Establish strong communication channels with OSPs management team for effective communication of expectations and performance management
5. Provide support to OSP management team in meeting their KPIs
6. Continuously evaluate possibilities to outsource more work cost effectively
7. Oversee and participate in the hiring process of CROs at OSPs
8. Recommend programs / rewards to encourage and motivate OSP employees
Oversee all outbound campaigns at OSPs effectively
9. Monitor live / recorded calls on daily basis to get a hands on view of OSPs agent performance
10. Continuously audit and improve all processes pertaining to OSPs
11. Coordinate with all stake holders to book slots for outbound campaigns at OSP and send out a monthly outbound calendar
12. Present weekly / monthly report on OSP¿s performance and challenges to CRD management
13. Assess all candidates for CRO positions at OSP
14. Audit OSPs performance and recommend measures for continuous improvement
Evaluate OSP executives performance on Quest and provide constructive feedback to them
Functional Skills/Knowledge Areas:
1. Out bound Campaign Management
2. Inbound Call Centre Management
3. Contact Centre Performance Management
4. Analytical Skills
5. Negotiation and Business Communication Skills
6. Conflict Management Skills
7. Leadership & Team Building Skills
* Only shortlisted candidates will be contacted
* Candidates with disabilities are strongly encouraged to apply.
* These vacancy details are not definitive and may be subject to future amendments.
Application Deadline: 08-Jun-2010
http://careers.telenor.com.pk/Page/Detail/VacancyView.aspx?PositionID=3000045