447 Contact Center jobs in Pakistan

Job Description :

Overview:

As a Team Lead in the Contact Center, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Key Responsibilities:

1. Team Management:
   Lead, coach, and mentor a team of customer service representatives.
   Conduct regular team meetings to communicate goals, updates, and best practices.
   Provide ongoing feedback, performance evaluations, and support professional development.
2. Operational Excellence:
   Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).
   Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.
   Collaborate with other departments to address escalated customer issues and resolve them promptly.
3. Training and Development:
   Coordinate and deliver training programs for new and existing team members.
   Keep the team informed about product updates, service protocols, and industry best practices.
   Foster a culture of continuous learning and skill development within the team.
4. Quality Assurance:
   Implement and maintain quality assurance processes to ensure consistency in service delivery.
   Conduct regular quality assessments and provide constructive feedback to team members.
   Identify trends in customer inquiries and work with the team to address root causes.
5. Communication:
   Serve as a liaison between the team and upper management, conveying important updates and concerns.
   Foster open communication within the team, encouraging collaboration and idea sharing.
   Handle customer escalations professionally and with a focus on issue resolution.

Job Specification :

Requirements:

1. Bachelor’s degree in Business, Communication, or a related field.
2. Proven experience in a contact center environment, with at least 1.5 years in a leadership role.
3. Strong leadership, coaching, and interpersonal skills.
4. Excellent communication skills, both written and verbal.
5. Ability to analyze data and make data-driven decisions.
6. Knowledge of contact center technologies and customer relationship management (CRM) systems.
7. Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits:

1. Competitive salary
2. Health and wellness programs
3. Professional development opportunities
4. Team-building events

Job Rewards and Benefits : Health Insurance, Incentive Bonus, Leaves, Provident Fund

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Job Description:

• Establish effective coordination with team members to ensure engagement and alignment with team deliverables.
• Collaborate closely with team members to maximize target achievement and optimize resource utilization.
• Maintain qualitative and quantitative targets by adhering to defined protocols.
• Handle escalations during calls to enhance the customer experience.
• Ensure the completion of daily, weekly, and monthly lead qualification targets as assigned by the manager.
• Demonstrate the ability to manage pressure effectively.
• Proven capability to take strategic initiatives.
• Advanced proficiency in MS Excel and system management.

Experience and Qualifications:

• A minimum of 1-2 years of experience working in a Contact/Call Center with team management responsibilities is required. Prior experience at a Jazz Call Center is highly preferred.
• The minimum educational qualification is a Bachelor’s degree or higher.

Compensation & Benefits:

• 5-day workweek
• Annual bonus
• Yearly salary increment
• Comprehensive health benefits (Outpatient, Inpatient, Maternity)
• Provident Fund/EOBI

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Job Description Team Leadership and Management:

• Lead, motivate, and inspire a team of 200 BPO professionals, creating a positive work environment and fostering individual growth and development.
• Establish performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective measures as needed.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational demands.
• Promote a culture of continuous learning, knowledge sharing, and team collaboration.

Operational Excellence:

• Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productivity and customer satisfaction.
• Conduct regular performance reviews, assess team performance, identify areas for improvement, and implement corrective action plans.
• Address operational challenges proactively, manage customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

• Work closely with clients to understand their requirements, objectives, and expectations, ensuring service delivery aligns with client needs.
• Maintain regular communication with clients, providing updates, addressing concerns, and building strong, long-term relationships.
• Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

• Identify opportunities for process improvement and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
• Foster a culture of innovation, encouraging team members to propose and implement new ideas, tools, and technologies to optimize operations and improve customer experiences.
• Stay informed about industry trends, emerging technologies, and competitive dynamics to identify opportunities for operational advancements and business growth.

Benefits:

• Permanent position
• 2 rotational off days
• EOBI
• Medical life insurance (IPD + OPD)
• Annual, casual, and sick leave
• Provident Fund
• Annual increment and performance-based bonus

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**Our Purpose**
_Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._
**Title and Summary**
Senior Representative, Contact Center
Who is Mastercard?
Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.
As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.
Overview:
The Mastercard Cross-Border Services team is looking for a Senior Representative Contact Center to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills.
Role:
- Provide timely response to inquiries, requests, and complaints to customers using different mediums such as voice, chat and email.
- Serves as a customer service resource to assist with the resolution of customer inquiries, collaborating with more senior resources to ensure complete and prompt response
- Supports operations as well as process improvements efforts with the voice of the customer in mind
- Review customer issues and assists with resolution development, escalating issues that require more advanced knowledge
- Coordinate with relevant department/s to provide resolution and customer satisfaction.
All About You:
- Result oriented, Self-Driven, Analytical, Strong interpersonal and good communication skills.
- Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
- Handle customer queries and escalated issues from the customer.
- Good communication skills in English and Local language.
- Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
- Ability to professionally communicate both written and verbal with different functional areas and external customers
- Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere
**Corporate Security Responsibility**
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
+ Abide by Mastercard's security policies and practices;
+ Ensure the confidentiality and integrity of the information being accessed;
+ Report any suspected information security violation or breach, and
+ Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

Job Description :

Overview: As a Team Lead in the Contact Center, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment. Key Responsibilities: Team Management: Lead, coach, and mentor a team of customer service representatives. Conduct regular team meetings to communicate goals, updates, and best practices. Provide ongoing feedback, performance evaluations, and support professional development. Operational Excellence: Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs). Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions. Collaborate with other departments to address escalated customer issues and resolve them promptly. Training and Development: Coordinate and deliver training programs for new and existing team members. Keep the team informed about product updates, service protocols, and industry best practices. Foster a culture of continuous learning and skill development within the team. Quality Assurance: Implement and maintain quality assurance processes to ensure consistency in service delivery. Conduct regular quality assessments and provide constructive feedback to team members. Identify trends in customer inquiries and work with the team to address root causes. Communication: Serve as a liaison between the team and upper management, conveying important updates and concerns. Foster open communication within the team, encouraging collaboration and idea sharing. Handle customer escalations professionally and with a focus on issue resolution. Job Specification : Requirements: Bachelor’s degree in Business, Communication, or a related field. Proven experience in a contact center environment, with at least 1.5 years in a leadership role. Strong leadership, coaching, and interpersonal skills. Excellent communication skills, both written and verbal. Ability to analyze data and make data-driven decisions. Knowledge of contact center technologies and customer relationship management (CRM) systems. Strong problem-solving skills and the ability to handle high-pressure situations. Benefits: Competitive salary Health and wellness programs Professional development opportunities Team-building events Job Rewards and Benefits : Health Insurance, Incentive Bonus, Leaves, Provident Fund

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Job Description:

Establish effective coordination with team members to ensure engagement and alignment with team deliverables.

Collaborate closely with team members to maximize target achievement and optimize resource utilization.

Maintain qualitative and quantitative targets by adhering to defined protocols.

Handle escalations during calls to enhance the customer experience.

Ensure the completion of daily, weekly, and monthly lead qualification targets as assigned by the manager.

Demonstrate the ability to manage pressure effectively.

Proven capability to take strategic initiatives.

Advanced proficiency in MS Excel and system management.

Experience and Qualifications:

A minimum of 1-2 years of experience working in a Contact/Call Center with team management responsibilities is required. Prior experience at a Jazz Call Center is highly preferred.

The minimum educational qualification is a Bachelor’s degree or higher.

Compensation & Benefits:

5-day workweek

Annual bonus

Yearly salary increment

Comprehensive health benefits (Outpatient, Inpatient, Maternity)

Provident Fund/EOBI

#J-18808-Ljbffr

Job Description Team Leadership and Management:

Lead, motivate, and inspire a team of 200 BPO professionals, creating a positive work environment and fostering individual growth and development.

Establish performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective measures as needed.

Ensure effective resource planning, staffing, and allocation to meet client needs and operational demands.

Promote a culture of continuous learning, knowledge sharing, and team collaboration.

Operational Excellence:

Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productivity and customer satisfaction.

Conduct regular performance reviews, assess team performance, identify areas for improvement, and implement corrective action plans.

Address operational challenges proactively, manage customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

Work closely with clients to understand their requirements, objectives, and expectations, ensuring service delivery aligns with client needs.

Maintain regular communication with clients, providing updates, addressing concerns, and building strong, long-term relationships.

Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

Identify opportunities for process improvement and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.

Foster a culture of innovation, encouraging team members to propose and implement new ideas, tools, and technologies to optimize operations and improve customer experiences.

Stay informed about industry trends, emerging technologies, and competitive dynamics to identify opportunities for operational advancements and business growth.

Benefits:

Permanent position

2 rotational off days

EOBI

Medical life insurance (IPD + OPD)

Annual, casual, and sick leave

Provident Fund

Annual increment and performance-based bonus

#J-18808-Ljbffr

Avira Technologies is looking for a Sr Cisco UCCE Engineer for a temporary contract for the upgrade project of UCCE 10.0 to UCCE 12.x within Corporate Technology. The candidate is primarily responsible for overseeing the development and upgradation of the telephony platform including Unified Contact Center Enterprise (UCCE).

This position requires knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and VXML, CVP, etc.

This position must maintain a high-level understanding and knowledge of the company’s applications, telecommunications, and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. The role may be assigned other tasks as required to support the overall shared services and organizational goals.

Job Specification

Responsibilities:

• Implement Cisco IP Telephony solutions by translating business requirements into project plans through the implementation of Cisco IP Telephony applications including Cisco CVP/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, Cisco IPCC (IP Contact Center), and VXML (Voice Extensible Markup Language) Gateways.
• Deploy, configure, and script Cisco UCCE software (ICM, and CVP), Cisco Outbound options.
• Take ownership of project tasks, quantify, and complete on time with minimal supervision.
• Work with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center, and database integration with the Cisco IP Telephony infrastructure.
• Responsible for delivery of excellence in products, process, and infrastructure management.
• Apply knowledge of call center operational dynamics as it relates to the implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing, and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues.
• Prepare documentation and conduct training and user orientation for clients detailing configuration of proposed and deployed solutions.
• Interpret network alert and performance management tool output to properly engineer the capacity and resiliency of the UCCE portion of the VoIP network.
• Exercise innovation during all stages of the project lifecycle from design through implementation.
• Apply business and technical analytical skills to analyze, implement, and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP Telephony applications.

Required Experience and Qualifications:

• Minimum of 5 years of relevant Cisco UCCE experience.
• Experience with voice gateways or SIP protocol experience.
• Hands-on experience in Cisco Unified Contact Center Enterprise (UCCE)/ICM/CVP, Call Studio, and ICM Scripting.
• Hands-on experience in UCCE/ICM troubleshooting including RTTEST, OPCTEST, PROCMON, DUMPLOG.
• Cisco Unified Communication Manager (CUCM) experience is a plus.
• Experience implementing integrations using web tools and REST APIs is a plus.
• Excellent communication and presentation skills, including demonstrated ability to effectively engage, influence, and communicate technical and business issues and solutions to all levels in the organization.
• Strong leadership skills.
• Experience with Cisco IP Dialer, Third Party Outbound Campaign Managers, Email Manager is a plus.
• Multi-site configuration and hybrid of enterprise level IP and TDM environments is a plus.
• Certifications on the UCCES/UCCED/UCCEI certified CCNA/CCNP/CCIE-Voice is a plus.

Information Technology and Services - Lahore, Pakistan

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Avira Technologies is looking for a Sr Cisco UCCE Engineer for a temporary contract for the upgrade project of UCCE 10.0 to UCCE 12.x within Corporate Technology. The candidate is primarily responsible for overseeing the development and upgradation of the telephony platform including Unified Contact Center Enterprise (UCCE). This position requires knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and VXML, CVP, etc. This position must maintain a high-level understanding and knowledge of the company’s applications, telecommunications, and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. The role may be assigned other tasks as required to support the overall shared services and organizational goals. Job Specification

Responsibilities: Implement Cisco IP Telephony solutions by translating business requirements into project plans through the implementation of Cisco IP Telephony applications including Cisco CVP/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, Cisco IPCC (IP Contact Center), and VXML (Voice Extensible Markup Language) Gateways. Deploy, configure, and script Cisco UCCE software (ICM, and CVP), Cisco Outbound options. Take ownership of project tasks, quantify, and complete on time with minimal supervision. Work with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center, and database integration with the Cisco IP Telephony infrastructure. Responsible for delivery of excellence in products, process, and infrastructure management. Apply knowledge of call center operational dynamics as it relates to the implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing, and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues. Prepare documentation and conduct training and user orientation for clients detailing configuration of proposed and deployed solutions. Interpret network alert and performance management tool output to properly engineer the capacity and resiliency of the UCCE portion of the VoIP network. Exercise innovation during all stages of the project lifecycle from design through implementation. Apply business and technical analytical skills to analyze, implement, and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP Telephony applications. Required Experience and Qualifications: Minimum of 5 years of relevant Cisco UCCE experience. Experience with voice gateways or SIP protocol experience. Hands-on experience in Cisco Unified Contact Center Enterprise (UCCE)/ICM/CVP, Call Studio, and ICM Scripting. Hands-on experience in UCCE/ICM troubleshooting including RTTEST, OPCTEST, PROCMON, DUMPLOG. Cisco Unified Communication Manager (CUCM) experience is a plus. Experience implementing integrations using web tools and REST APIs is a plus. Excellent communication and presentation skills, including demonstrated ability to effectively engage, influence, and communicate technical and business issues and solutions to all levels in the organization. Strong leadership skills. Experience with Cisco IP Dialer, Third Party Outbound Campaign Managers, Email Manager is a plus. Multi-site configuration and hybrid of enterprise level IP and TDM environments is a plus. Certifications on the UCCES/UCCED/UCCEI certified CCNA/CCNP/CCIE-Voice is a plus. Information Technology and Services - Lahore, Pakistan

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