Customer Services & Support, Contact Center Operation Management, Backend Channel Operations Management
Posted By: shoaib amin
About this Talent:
Working experience of over more than 10 years in customer care division of pakistan's 2nd largest telecom company , Telenor Pakistan - worked in multiple units i.e. official contact center, backend operations, system and process unit that provided end to end process development and systems level change and enhancements to backend and front end customer care teams. Also worked with BPOs, outsoursing business partners as company official evaluator mainly with TRG and Abacus consulting-
Worked as Team leader (people manager) for more than 6 years, core responsibility was to ensure that customer care division Business Processes are customer centric , customer satisfaction is not effected ,First call resolution is provided, Average call handling & Service time meets our agreed thresholds.
Another important area that i looked after was development, monitoring and analyzing trends, CSI / FCR (Customer Satisfaction Index / First call resolution) and VOC to understand customer insight and align business processes as per customer needs.
Salient Features:
| Job Price:100 | Duration : 1 Days |
| Location: Rs.Pakistan | Languages Known : english , hindi |
