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AM Contact Center Operations

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Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Required Experience:
1 Year - 3 Years
Apply By:
Dec 23, 2017
Posted On:
Nov 23, 2017
Job Description

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.


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


Advanced Degree in Engineering Expertise: Experience in Technology Solutions

Other skills:

Team Work

Negotiation Skills

Time and Meeting Management

Excellent communication skills

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