Job Description:
Overview
This is a position with core responsibility to improve customer experience by measuring & maintaining competencies/knowledge/skills of Customer Relations Departments Staff, through functional & soft skills trainings
Reports To Manager Training & Quality
Work Location Lahore
Experience Required 3 – 5 years of relevant experience
Key Responsibilities
• Responsible for developing the yearly training calendar
• Responsible for executing/conducting trainings according to the calendar and within the training budget
• Responsible for measuring and maintaining competency of contact center staff
• Responsible for identifying training needs within the centre
• Responsible for improving customer experience (service) by ensuring well trained contact centre staff
• Responsible for constant innovation in training techniques
Education/Professional Qualification MBA
Skills required
1. Communication & writing Skills
2. Team/People Management Skills
3. Presentation Skills
4. Hands on knowledge of Micro Soft Office
5. Strong Analytical Skills
Some of the Key Performance Indicators are:
• Managing a team
• Innovation
• Identifying training needs and follow-up
• Increasing the First call Resolution and Customer satisfaction index
To Apply:
http://www.telenor.com.pk/careers/Jobs.php
Job Dead Line 2010-05-02