Required Urgently! Call Traffic Controller (Lahore based only)

i2c Pakistan has continued to grow despite the global economic crisis which has hit companies hard around the globe, including the IT sector in Pakistan. We are experiencing significant growth owing to the talent and dedication of our people and are seeking proven results oriented, experienced professionals to join our team!

Following positions is open at high priority:

Position title: Call Traffic Controller

Key Responsibilities

1. Primarily responsible to ensure an optimal staffing level necessary to deliver efficient and effective client services
2. Prepares staffing schedules and rosters that ensure efficient and effective resource allocation for uninterrupted service delivery, 24/7
3. Schedules, controls and supervises staff breaks, entry and exit on the floor, on the basis of current and anticipated workload
4. Continuously monitors call (and ticket) volume/level and current staffing level to ensure that adequate resources are available at all times necessary to meet desired service levels, norms and standards
5. Promptly acts to engage additional resources as the need arises
6. Prioritizes or facilitates in prioritizing calls/tasks to address changing load/levels of client requests and calls
7. Proactively analyzes calls/tasks trends and patterns to predict future workload and change patterns
8. Collects, measures and analyzes relevant metrics to define workload norms that help prepare effective staffing plans and schedules in a proactive manner
9. Defines thresholds for raising alerts and generating prompt staffing response
10. Defines and improves staffing processes aimed at smooth and continuous client services and efficient resource utilization
11. Coordinates with the manager and relevant team members to constantly keep abreast with anticipated business, events and circumstances that have the potential to significantly affect work volume
12. Compiles, analyses and submits periodic reports to management that aid in making decisions regarding staffing and workload forecasting
13. Continuously strives to optimize resource allocation and improve procedures for staffing and resource scheduling

Required Qualifications and Competencies

Education: Bachelors degree
Experience: 3+ years relevant experience, preferably in a call center or client services operation

Competencies
1. Good communication (oral and written) and analytical skills
2. Strong customer orientation
3. Excellent spreadsheet (MS Excel) and data analysis skills
4. Good arithmetic skills with an aptitude for numerical analysis
5. Excellent interpersonal and team skills
6. Motivation and ambition to excel
7. Drive to learn and grow

Only candidates matching above criteria should forward their resumes
at careers@i2cinc. com ..

IMPORTANT: Please mention the position and source of advertisement (FaceBook) in the subject line of your email.

Best Regards,
Waqar Sahi
Manager Human Resources
i2c Pakistan

 

Rida Hashmi

Web Designer

RM Solutions

Karachi

Pakistan

www.rmsolutions.biz

www.rm-solutions.blogspot.com