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NextAge Technologies Pvt. Ltd. Requires the services of an experienced “Call Centre Manager” Male/Female for its Lahore Call Centre;

* Duties & Responsibilities

Forecast volumes of calls and manpower requirements.

Maintains call distribution system by configuring the telephone to automatically distribute calls uniformly among customer service representatives.

Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and data.

Monitors productivity of customer service representatives and generates reports.

Reviews data to monitor the length of time customers remain on hold.

Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

Answers questions and recommends corrective services to address customer complaints.

Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.

Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.

Determines work procedures, prepares work schedules, and expedites workflow.

Studies and standardizes procedures to improve efficiency of subordinates.

Maintains harmony among workers and resolves grievances.

Prepares composite reports from individual reports by subordinates.

Supervisory Responsibilities

Manages the sub ordinates and is responsible for over all direction, Co-ordination, Planning, assigning and directing work.

* Education & Experience

* MBA, MPA, M.A English or equivalent Masters.

* Three years and above in contact management related experience.

* Equivalent combination of education and experience.

* Language Skills

* Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.

* Ability to write reports, business correspondence, and procedure manuals.

* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

* Mathematical Skills

* Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.

* Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

* Reasoning Ability

* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.