Ufone Jobs Floor Supervisor Contact Center
Ufone Jobs Floor Supervisor Contact Center: Ufone is looking for a Floor Supervisor Contact Center to be based in Lahore. This position is responsible for handling team to provide outstanding customer service by interacting with internal and external customers, and to achieve assigned quantitative/qualitative individual & team performance targets as well as SLA KPI’s assigned by Ufone Management.
Job Responsibilities:
- Ensure to meet targets assigned in the SQS on monthly and yearly bsis
- Ensure availability to help staff; Presence on floor and readiness to help and smooth Shift Login / Log out while maintaining floor decorum; Follow up of issues & complaints
- Counseling of assigned CCEs not meeting daily targets; Mentoring/coaching of staff with less quantity, quality & knowledge management scores; Counseling on fatal calls / invalid tickets / call monitoring / customer feedback
- Support Floor Manager during shift for achieving call center targets
- Support Floor Manager for ISO compliance and special assignments as and when assigned by line Manager
Designation Level:
- Senior Executive
Reporting to:
- Assistant Manager
Employment Type:
- Permanent
Education (Qualification / Certifications)
-  Bachelor’s degree from a reputable university – preferably MastersÂ
Years of Experience:
- 3 years of experience with a call center of cellular service provider
Skills and Expertise:
- Excellent customer focus
- Multi-Tasking
- Stress and Conflict Management
- Team Management
- Good Communication skills
- Proficient in Microsoft
Location: Lahore Apply
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