New job Manager Contact Center Operations Planning

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Group: JOBS 2.0: Job Search Career Networking Staffing. Post Resume -Get Paid by Employers at Resumark .com Subject: Manager Contact Center Operations Planning Muhammad Aly posted a job: Manager Contact Center Operations Planning "We are looking for candidates for the position of Manager Contact Center Operations Planning at a Large Telecom Multinational Company. Position Title: Manager Contact Center Operations Planning Location: Lahore Sector: Telecom Company Type: Large Telecom Multinational Company Salary: 200K - 250K (plus car and fuel) Essential Requirements: -- Recent experience in Telecom or Banking or Call Center companies -- Recent experience in Large Call Center -- Recent experience of planning operations of Call Center/Contact Center/Command Center/Operations Center -- Experience as Manager -- or one-step above, or one-step below Position Purpose To lead data analysis, Reporting solution development, forecasting, planning and execution of contact center operations including WFM & Performance management. Education & Professional Qualification Degree(s)/Major(s): MBA/MSCh Experience • 5 years Key Responsibilities Responsible for different activities performed in Command Center, which includes; • Volume forecast for whole contact center, Unit Sizing & Staffing • Budget management and Financial Forecasting • Unit Strategy for Service Level • Revenue generation initiatives & Sales Planning • Develop a reporting and analysis team which give management visibility of operations and help them to take decisions through reports and analysis • Data analysis based upon customer queries, IVR Interactions & Complaints and recommend cost effective solutions. • Directive & Conclusive Reports on timely basis with 100% accuracy General Responsibilities/ skills 1. Setting strategic direction of the unit in line with the overall departmental strategy and implementation of same. 2. Develop policy and processes for Command Center 3. Managing relationships with other departments e.g. through the use of service level agreements Team management; 4. Setting and monitoring goals of team in line with the strategy 5. Work on development areas of team 6. Work on improvement areas identified in IVC Knowledge Areas o Knowledge of Contact Center Operations o Knowledge of financial reporting process o Knowledge of key risks that can impact revenue/cost leakages, fraud losses and accuracy and completeness of financial recording o Knowledge risk management processes o Knowledge of control development and management Candidate with relevant experience can send there CV at aly.careerpakistan@gmail.com"

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