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
BRIEF PROFESSIONAL SUMMARY
Worked for over 26 years in Pakistan Tobacco Company Limited (PTC) a subsidiary Unit of BRITISH AMERICAN TOBACCO GROUP UK and is one of the Fast Moving Consumer Goods Company (FMCG) globally. During my entire tenure in PTC I have served at the core /functional capacities of Regional/ Procurement/Purchases Head, Logistics & Supply Chain services, Sales/Trade Marketing and Warehousing/Distribution Manager respectively including managing and supervising Import/Export activities too. After serving PTC till now I am working on key positions of Sales & /Marketing/Business Development in some of the well renowned Private Companies coupled with huge success story of enhancing/increasing their Businesses/Market share both Volume and Value wise in the prime/overall/focused targeted markets of Punjab in particular and at National level in general by virtue of prompt pro active market planning/forecasting coupled by timely implementation/execution of well defined Company Business policies/strategies/CSR and pro active well defined objectives/action plans. Fully acquainted, conversant and have complete command on the Core skills of Competent Management series like Caring Leadership, Influencing, Effective communication, Resource Management, Problem solving and Decision making skills. Good knowledge on Quality Management Systems ISO 8000, 9002/14001, HACCP including TQM and Environment Health and Safety Systems (EHS) including best practices of few specific functional areas such as Noise measurement, Medical assistance, Site Safety, Serious/Fatal accidents, Manual Handling, Working at Height, Use of Gentry, Company Transport Safety, Defensive Driving, Electrical Safety and Installation work, Hearing Protection, Dust/Pest control, Fire and Security Safety Management systems and on Stock Fumigation/Hygiene and Cleaning etc. Have strong command over the Labor Laws, EOBI and Social Security Acts which are applicable in the Industrial Sector. Comprehensive & practical understanding of Computerize office, Record Management including Internet, MS Word, Excel/ MS Word, Excel/Power point and other Computer systems/applied modules etc.
Attended & traveled extensively for on job & other professional trainings/business engagements to East Africa, India & USA respectively whilst serving in Pakistan Tobacco Company Limited.
NOTE: (DETAILED CV RESUME PROVIDED ON REQUEST)
INTERESTED IN THE JOB