| Job Title: |
|
Contact Center Supervisor |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
|
Bachelors |
| Degree Title: |
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College Degree in relevant field |
| Career Level: |
|
Experienced Professional |
| Minimum Experience: |
|
2 Years3 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Dec 23, 2017 |
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| Job Description: |
- Meet Daily / Weekly / Monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics
- Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience
- Work closely with cross-functional teams to ensure timely identification of issues and processing of inquiries
- Develop and maintain a close communication channel with clients to ensure smooth flow of information and improved satisfaction levels
- Stay informed of all new process changes and ensure that agents are properly trained to handle questions about any of them
- Train the new hires on product knowledge, internal tools and other call taking processes
- Assist in administering team attendance records, salary preparation, staffing schedules and forecasts
- Build and maintain a positive working environment that attracts and retains high- quality staff
- Analyze call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center
- Work closely with management to achieve team and departmental goals
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| Required Skills: |
| Customer services,Customer Orientation,Interpersonal Skills |
| Company Information |
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Company Name: i2c Pakistan
Company Description:
i2c, Inc. is a Silicon Valley-based company that enables financial institutions, corporations, brands and governments around the world the ability to launch profitable next-generation financial products. Our global, cloud-based platform supports virtually any prepaid, debit or credit program in plastic, virtual or mobile form. Clients around the world rely on us to get to market quickly with differentiated products that meet their customers' unique needs. The i2c team is made up of nearly 400 smart, hard-working people in offices across the world. And we're growing! Our executive team, as well as the Sales, Marketing and Business Advisory groups, are based in Silicon Valley and Singapore. IT Operations, Engineering and Client Services are focused on delivering world class products and services from our Lahore facility. Together, we serve clients in six continents and support end consumers in 216 countries and territories. As a growing company operating in the center of an exploding industry, we routinely fill positions in these key departments: Engineering The Engineering team specializes in web & mobile applications, interfaces, telephony, graphics, application security and transaction processing. They work hard to develop highly configurable products that push boundaries within our industry. IT Operations This team works 24/7/365 to ensure that our global data centers provide 99.99% up time and fool proof data security for our clients. Their areas of expertise include information security, network operations, server management, database management, software change management, telephony, service delivery and application performance management. Information Security The Information Security team ensures internal and external audits of our applications and networks, internal and external ethical hacking, automated security scanning and risk management. our commitment to information security is externally confirmed by its yearly PCI-DSS certification and SSAE-16 valida
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