Reference No. : TELE-ECM001
  Designation :
Unit Manager - Enterprise Contact Management - ECM (Call Center)
  Gender : Male / Female
  Experience : 3 yrs - 4 yrs
  Age : 30 yrs - 38 yrs
  Package : Attractive & Equaling Potential
Company :
Not to be disclosed
Sector : Telecomunicaiton
Industry :  
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Note : All applicants must specify the designation and the relevant reference number  of the position applied. Salaries will be negotiated upon assessing the Candidate's potential and suitablity for the position. We or the client would be getting in touch with the short listed candidates at the earliest time frame possible.

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Not disclosed.

  • As a Unit Manager the selected employee will be responsible to manage Enterprise Contact Management (Call Centre) operations by overseeing supervisor groups and teams and level of performance. You will be accountable for effective and efficient supervision of staff leading to the responsibility of achieving or exceeding assigned performance targets.

    Your key working relationships would be to work with Contact Centre Supervisors, Contact Centre Officers/Consultants & Customer Service supervisors.

The Key objectives are:

  • Responsible for achievement of service level objectives and other Call Centre KPI’s on consistent basis
  • Responsible to monitor and review Service level agreement with Key Suppliers
  • Participate in Operational meetings with other divisions, support units & Adhoc meetings
  • Resolve escalated problems in a timely manner
  • Interview prospective Call Centre officers
  • Manage quality excellence through QA team
  • Active Participation in cross-functional teams as required
  • Should be able to attend to assigned duties with minimum of supervision.
 

  • Following prerequisites is a must

    • Degree in a related field, CIM, CIMA
    • Very good analytical skills and leadership skills
    • Excellent verbal and written skills in both English and Sinhala
    • Independent report writing & Presentation skills
    • Excellent Project management skills
    • Excellent PC skills
    • At least 3 years experience in Customer Service, out of which at least 2 years should be at a supervisors/unit head level
    • Good decision making skills
    • Management of High level of Service levels & KPI
    • Coaching & counseling skills
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