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