| Job Title: |
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Call Centre Operations Manager |
| Category: |
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Client Services |
| Job For: |
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Student |
| Total Positions: |
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1 |
| Job Location: |
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Islamabad |
| Gender: |
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Both |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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•Bachelors from National or International university , Business Administration sales or Marketing |
| Career Level: |
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Department Head |
| Minimum Experience: |
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3 Years |
| Salary Range: |
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PKR 0 to 0 per Month |
| Apply By: |
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Sep 30, 2014 |
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| Job Description: |
Job Purpose:
- Establish call center meeting business strategies and demands. Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Call Center Operations Manager Job Duties:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
General Skills
- Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence
Essential Skills
- Should have strong verbal & written communication skills
- Should display excellent problem-solving, conflict resolution and interpersonal skills
- Should have sound planning, organizational and timely decision-making skills
- Should demonstrate the ability to achieve results with limited resources
- Should be highly proficient in operating MS Office Suite and Contact Center applications
- Strong communication skills, written and verbal in English, Sindhi and Urdu, other languages would be an added advantage
- Presentable, well groomed, strong interpersonal skills (courteous, people friendly, interactive), self confidence, high patience level
- Positively aggressive and strong follow up person, self motivated and self starter, strong team player
Desirable Skills
- Should have experience managing a large team
- Should have statistical and analytical skills
- Should secure the capability to handle multiple tasks and achieve results with limited resources.
Education/Qualification
- Bachelors from National or International university , Business Administration sales or Marketing
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| Company Information |
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Company Name: Brighterlite
Company Description:
Brighterlite Norway is a Norwegian company established and lead by a highly professional and experienced management with an extensive network in both the renewable energy and telecom business sectors. Brighterlite wish to establish itself as a large player within the solar power market targeting selected countries in Africa and Asia.
We will sell power from distributed PV systems largely inspired by the mobile phone industry model. This implies a solid distribution network supported by systems and procedures for agents/micro - entrepreneurs and prepayment using digital financial services. The underserved consumers will be offered high quality and affordable systems providing power for light, fan and mobile charging as well as other appliances based on a fee-for-service model.
Currently 1.5 billion people in our world live without power installed in their homes. Most of these use a good share of their income on kerosene lighting, which is not only inefficient, but also polluting, hazardous and expensive. Traditional power expands at a slow rate at high investments, particularly in rural areas, effectively blocking this development.
Our mission is to bring the modern world to rural areas by leapfrogging traditional power by providing high quality and very efficiency solar home systems to the underserved people at affordable rates.
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