AM CC Operations is primarily responsible to coordinate Level II and Level III support activities with vendor, level 1 teams and CC business teams. Ensure that all infrastructure available at Lahore for Contact Centers is properly managed.

MAJOR RESPONSIBILITIES

·         Manage level II and Level III support for incidents / issues

·         Manage vendor SLAs and internal OLAs

·         Ensure IPCC systems are managed and updated

·         Support implementation of expansions and upgradations through onground supervision

·         Support verification of CRs and supervise CR deployments on ground

·         Regular health checkups of network and systems to ensure quality of service and availability is maintained

·         Manage large amounts of inbound and outbound calls in a timely manner

·         Follow communication "scripts" when handling different topics

·         Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives

·         Seize opportunities to upsell products when they arise

·         Build sustainable relationships and engage customers by taking the extra mile

·         Keep records of all conversations in our call center database in a comprehensible way

·         Frequently attend educational seminars to improve knowledge and performance level

·         Meet personal/team qualitative and quantitative targets

·         Any Other Projects Assigned by the Supervisor

QUALIFICATIONS/ COMPETENCIES Education:

Advanced Degree in Engineering Expertise: Experience in Technology Solutions

Other skills:

·         Team Work

·         Negotiation Skills

·         Time and Meeting Management

·         Excellent communication skills