| Job Title: |
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Team Lead- Call Center Operations |
| Category: |
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Operations |
| Total Positions: |
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1 |
| Job Location: |
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Karachi |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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2 Years4 Years |
| Salary Range: |
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PKR 30,000 to 50,000 per Month |
| Apply By: |
|
Apr 21, 2018 |
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| Job Description: |
- Provide monthly/weekly/daily direction to the 360 support so all KPIs remain within acceptable benchmarks.
- Provide training to the new staff for all clients or as required.
- Assess team’s overall and individual’s performance and coach the team member to improve efficiency of the operations.
- Address disciplinary problems of team members according to company’s policies.
- Strategize and execute action plans to handle any exceptional incident and/or situation.
- Understand requirements of voice and non-voice support functions and deploy resources on those functions according to team member’s skill and requirement of the operations.
- Analyze trends and forecasting volumes.
- Schedule staff according to the required volume trends and expected volumes as shared by the clients.
- Handle leave requests, managing absenteeism with respect to the required bodies on chair
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
- Handle sporadic projects with optimum efficiency
- Plan, create budget and execute all short term projects, as well as ramp-ups for on-going permanent clients.
- Correspond with the clients and facilitating them as and when required.
- Compile reports to provide performance visibility to the clients.
- Correspond with internal domains to ensure smooth operations.
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| Company Information |
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Company Name: ePlanet Communications (Pvt) Ltd
Company Description:
ePlanet Communications Inc. was founded in August 2003. ePlanet Communications has offices in Canada, U.S.A, U.K and Pakistan. We specialize in BPO (Business Process Outsourcing) Services and Software Development & Call Center Services to our North American Clients.
We are committed to serve our business partners with competence and excellence.
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