Description :

Grade Level:  L2

Location:  Lahore

Last date to apply: 29th Jan 2024

What is Expert Contact Center Ops & Experience Management

The role reports directly to the Stream Head B2B Customer Experience and has *01* people reporting directly to it with an extended team of *4* team member

What does Expert Contact Center Ops & Experience Management do?

Key responsibilities

We are looking for an experienced and qualified Call Centre Operations Manager to oversee the daily operations of our outsourced call center. You will be responsible for managing a team of agents who provide customer service to our B2B clients, ensuring that they meet the key performance indicators (KPIs) and deliver a high-quality customer experience.

Key Deliverables 

Call Centre Operation Expert Responsibilities:

·         Monitor and evaluate the performance of agents and teams, and provide feedback and guidance to improve the Service Levels

·         Recruit, train, coach, and supervise call center agents and team leaders.

·         Ensure that the call center meets the KPIs and service level agreements (SLAs) set by the Jazz Business with their partner

·         Develop and implement strategies and processes to improve the quality and productivity of the call center

·         Prepare and analyze reports and metrics on call center operations and customer satisfaction

·         Manage the budget and resources of the call center, and optimize the use of technology and tools

·         Collaborate with other departments and stakeholders to ensure alignment and coordination of the call center activities

·         Stay updated on the latest trends and best practices in the call center industry, and implement them as appropriate

·         Collect and analyze call center data, such as call volume, call duration, call quality, customer feedback, etc., and prepare and present reports and recommendations to senior management and stakeholders

·         Evaluate and improve call center technology, systems, and tools to enhance customer experience and optimize productivity and cost-effectiveness

·         Stay updated on the latest trends and best practices in call center operations, customer service, and omnichannel experience

·         Handle escalated customer complaints and issues, and resolve them in a timely and professional manner

Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

Experience and Educational requirements

o   Bachelor's/Master's Degree in business administration, communication, or a related field

o   Proficient in call center software, systems, and tools, such as CRM, IVR, ACD

o   Minimum 3 to 5 years of hands-on experience working in managing Technology & Telecom Call Centers

Soft skills and technical skills required

o   Excellent knowledge of call center operations, systems, and software

o   Strong leadership, communication, and interpersonal skills

o   Ability to motivate, coach, and develop staff

o   Analytical, problem-solving, and decision-making skills

o   Customer-oriented and results-driven mindset

o   Ability to work under pressure and handle multiple tasks

o   Proficiency in Microsoft Office with good presentation and analytical skills

Understanding of the Telecom Business Model will be plus

Benefits

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.