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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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