Project Manager- Call Center

Project Manager- Call Center
Touchstone Communications, Pakistan

Experience
5 Years
Salary
40,000 - 50,000 PKR
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Bachelors
Total Vacancies
1 Job
Posted on
Sep 18, 2012
Last Date
Oct 31, 2012
Location(s)

Job Description

This is a Manager Level 1 position.
Managing a team of up to 25 call center associates including; interviewing, hiring, and training employees, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems, designing and producing various statistical reports to measure efficiency of associates using direct and indirect call observations, one-on-ones and team meetings.
Analyze sales statistics to formulate goals and objectives and to assist field and outbound sales associates in increasing sales.
Participate in planning, coordinating and implementing sales promotions, contests, etc.
Ensure that all incoming phone calls and emails are answered promptly and correctly and that customers are given ‘one call’ resolution to their issues.
Oversee workforce forecasting and planning to insure necessary staffing levels to meet service standards. Insure the recruitment, selection, and retention of highly qualified and motivated candidates.

Job Specification

College graduate required, MBA preferred.
Reporting and Report writing skills necessary.
Call Center Experience necessary in a supervisory role.
Strong communication and interpersonal skills are essential.
Proven project and program management experience, with ability to drive change and transformation.
Self motivated and ability to coordinate and prioritize multiple tasks.
Ability to demonstrate strategic thinking with transition to actionable oriented programs.
Must be flexible to work all shifts and be on call.

Job Rewards and Benefits

Touchstone Communications

Information Technology and Services - Islamabad, Pakistan
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