Senior Manager Customer Care

Job Opening - Senior Manager Customer Care

One of our Clients is looking for Senior Manager Customer Care for the following role.
POSITION TITLE
Senior Manager Customer Care
POSITION BASED IN
Multan , Sukkur , Islamabad
CLIENT'S DETAIL
Undisclosed
GENDER
Equal Opportunity Employer
PROFESSIONAL QUALIFICATION / EXPERIENCE
· MBA with 7 years of exposure in the Customer Care Operations.
· Experience in Telecom Sector - Preferable

PROFESSIONAL EXPERIENCE & JOB RESPONSIBILITIES
· Sets and achieves Customer Service department goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
· Develops the job performance standards and goals for all CSR’s to achieve the organization’s customer service and retention goals and assist in reaching revenue objectives.
· Develops and implements strategies for up selling, cross selling and outbound campaigns as appropriate.
· Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.
· Any other tasks as assigned from time to time.
· Assists in the development and implementation of ‘best practices’ processes across the organization to ensure tremendous efficiency resulting in reduced costs and improved client service.
· Accountable for the management, guidance and performance of team’s member.
· Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals.
· Develops a training curriculum and personal development plan for all operations staff.
· Conducts training as required to achieve goals and service standards.
· Liaise with the Operations Centre Manager and all operations staff to build a team environment between the two areas in order for better cross training and support to be provided as needed.
· Establishes and maintains quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices.
· Help solve problems that affect the service, efficiency, and productivity of the front end.
· Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.
· Establishes and maintains timely and thorough reporting to the management on all customer service management facets of the organization.

Please send your resume at Farrukh.siddiqui@eswpak.com / eswpak@gmail.com before 15th August 2010 in WORD FORMAT .Incomplete or Irrelevant CVs will not be entertained. Please mark the title of the designation and the preferred city applying for in the Subject line