Job Description:
ARE YOU READY TO RISE WITH PTCL GROUP
PTCL Group is a Leading Tech group in Pakistan, extending unrivaled services nationwide. The aim to revolutionize the technology industry with innovative high-end solutions makes the group stand out in all tiers of service delivery. PTCL group provides the most extensive Integrated Information Communication & Technology (ICT) and Cellular Network services in Pakistan.
PTCL Group believes in the philosophy of endorsing equality with best practices of Diversity & Inclusion, Culture Transformation & Change Management, and Equal Employment Opportunity. We provide a growth & development-driven culture with dynamic learning opportunities that enable our people to broaden their horizons and develop as true professionals. Our corporate values are deeply engraved in our day-to-day operations that foster a cohesive team environment and a drive to maintain the highest standards of leadership and management
IN THIS ROLE YOU WILL
Responsible for handling team, to provide outstanding customer service by managing internal, and escalated external customers and BPO clients via telephone / Email and achieving assigned SLA targets, by BPO clients. Team Development through innovative ideas for the betterment of the Call Center also falls under the responsibilities of the Floor Manager.
HOW CAN YOU EXPRESS YOUR TALENT
To ensure defined SLA KPI are met and take effective actions for traffic management in shifts along with supervision of BPO Operations and effective management of floor activities.
To provide coaching, feedback and counseling for the betterment of respective team members based on the customer feedback and scorecard performance.
To act as a central point of reference and coordination with internal as well as external BPO client.
Effective Follow-up and complaint handling.
To ensure that team members are well informed with updated information related to relevant BPO projects along with policies and procedures by arranging shift meetings and refreshers.
Effective staff monitoring through mystery / HCM calls on daily basis also ensuring occupancy and availability targets. Quality standards set by clients to meet CSAT related target
WHAT YOU NEED TO BE SUCCESSFUL
Qualification
Minimum a Bachelor’s degree from a reputable university.
Key Competencies:
Cellular Industry experience
Should be updated BPO projects-related information
Should have knowledge of BPO handling including SLA achievement through effective call center management techniques.
Ability to explain complex concepts in simple manner.
The shortlisted candidates shall be contacted within 8 working days of closure of this position