Under the supervision and the guidance from the Chief Migration Health Physician and Migration Health Physician for technical matters and the Chief of Mission for IOM Pakistan for administrative matter, the incumbent will be responsible for the managing the call centre. The duties and responsibilities will be as follows:
Responsibilities and Accountabilities:
Manage the appointment slots of the call centre in collaboration with Head of sub office and CMO.
Complaint management of the client on email and phones for complex cases in close coordination with the CMO.
Provide the regular trend analysis of appointments year wise, centre wise, project wise, and anticipate operational adjustments in close co -ordination with the head sub officer and supervisor.
To furnish the staff with update call scripts in context to any change in policies and project protocol.
Provide the appointment to the follow up, deferral case and furtherance case after receiving the request from embassy or sub offices.
Manage the call centre operation and staff, ensure SoPs are in place and implemented.
Monitor the exchange server of call centre.
Facilitating desired appointment date by verifying their urgency of the client after in close co ordination of MHD management.
Carry out training activities for the MHD staff in Pakistan improving their communication and interpersonal skills.
Assist the CMO in the preparation and writing of MHD reports and documents.
Any other duties as may be assigned by the Supervisor.
Education and Experience:
· Bachelor’s in Business administration
· At least 5 years of experience of managing the call centre and managerial level, with international experience is added advanced.
· Willingness and ability to work in difficult conditions
FOR APPLY CLICK HERE
Responsibilities and Accountabilities:
Manage the appointment slots of the call centre in collaboration with Head of sub office and CMO.
Complaint management of the client on email and phones for complex cases in close coordination with the CMO.
Provide the regular trend analysis of appointments year wise, centre wise, project wise, and anticipate operational adjustments in close co -ordination with the head sub officer and supervisor.
To furnish the staff with update call scripts in context to any change in policies and project protocol.
Provide the appointment to the follow up, deferral case and furtherance case after receiving the request from embassy or sub offices.
Manage the call centre operation and staff, ensure SoPs are in place and implemented.
Monitor the exchange server of call centre.
Facilitating desired appointment date by verifying their urgency of the client after in close co ordination of MHD management.
Carry out training activities for the MHD staff in Pakistan improving their communication and interpersonal skills.
Assist the CMO in the preparation and writing of MHD reports and documents.
Any other duties as may be assigned by the Supervisor.
Education and Experience:
· Bachelor’s in Business administration
· At least 5 years of experience of managing the call centre and managerial level, with international experience is added advanced.
· Willingness and ability to work in difficult conditions
FOR APPLY CLICK HERE
