Manager, Support Center

7 days ago

Islamabad, Islamabad, Pakistan Pacsquare Technologies Full time

Manager, Support Center
Pacsquare Technologies, Pakistan

The Manager, Client Support Center role will lead a team of specialists responsible for the 24x7 interaction with clients regarding issues, events, and questions that may arise in real-time processing. This role will work closely with Operations and IT leaders to ensure consistency of messaging and standard reporting on all events impacting production processes, SLA's and client satisfaction.

Key Responsibilities

Manages a team of specialists responsible for client communication in a 24 x 7 environment.
Manage and retain effective staff to ensure a client focused and results-oriented team approach.
Determines team training requirements ensuring current and proficient skill sets within the team; Build staff and team to result in having a strong, high performance team.
Ensures consistent client-friendly communications are created and sent for technology issues that arise in the processing environment.
Overall talent management, including succession planning, coaching for performance and employee development.
Partners with client teams to understand client requirements and SLA's governing issue escalation and communication.
Partners with Operations leaders to understand client driven process changes and future requests.
Collaborates with Development Team and Project Manager to help interface on any processing problems and production issues related to applications and services, from initiation until conclusion. This will include issues primarily related to the client facing Real-time environments.
Escalates issues as needed while communicating status and risks to management.
Aids in ensuring consistency of messaging across all clients for any root cause analysis on production events and tracking completion of corrective action items determined in the root cause analysis.
Participates in internal meetings recapping production events.
Collaborates with the implementation group on new client activation or existing client service expansions.
Collaborates with client services group on any requests from clients including testing and/or additional or non-standard monitoring as requested by clients.
Works and communicates directly with clients for any production events.
Helps review the operational readiness of new products and services being transitioned into production environment.
Maintains the client documentation library ensuring documents are current, accurate, and available to appropriate groups. This is a coordinated activity with production operations who is accountable to process support documents.
Actively participates in Disaster Recovery/Business Continuity planning and testing to help represent these activities for the client. Activities to include actual live fail over and fall back exercises.
Works with the management toward continual improvement of process and procedures with a goal of operational excellence.
Provides metric based reporting on all operational activity.
Other duties as assigned including active participation in Projects related to both the IT department and the company as a whole.

Job Specification

Education, Skills, Abilities, Experience

Bachelor's Degree (or higher preferred) or equivalent experience
Strong technical understanding
5+ years managing teams
5+ years working in a contact center role
5+ years' experience managing a Client Contact center in a 24/7 environment
Proven ability to manage and support off hours work activities
Demonstrable excellent English communication and interpersonal skills
Communicates with ease up and down the chain of leadership
Works with a sense of urgency
Excellent analytical skills with ability to help troubleshoot problems and find root causes
Ability to adapt to changing situations with ease
Team player with strong desire to assist and share knowledge
Proficient with Microsoft Office Suite (Word, Excel, Power Point)
Professional with ability to properly handle confidential information
Ability to work well independently and in a team environment.
Ability to handle multiple tasks, prioritize and meet deadlines.
Ability to work within a matrix organization
Flexible schedule to work evenings and weekends, as needed; On call availability – must be willing to carry cell phone and check email during off hours
Must be able to sit and use a computer keyboard for extended periods of time
Must have ability to positively handle/manage stress, such as high work volume and frequent change.
Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.

Information Technology and Services - Islamabad, Pakistan mustakbil.com asks for your consent to use your personal data to:

perm_identity

perm_identity Personalised advertising and content, advertising and content measurement, audience research and services development

devices

devices Store and/or access information on a device

Data preferences

You can choose how your personal data is used. Vendors want your permission to do the following:

Store and/or access information on a device

Advertising presented to you on this service can be based on limited data, such as the website or app you are using, your non-precise location, your device type or which content you are (or have been) interacting with (for example, to limit the number of times an ad is presented to you).

Create profiles for personalised advertising

Information about your activity on this service (such as forms you submit, content you look at) can be stored and combined with other information about you (for example, information from your previous activity on this service and other websites or apps) or similar users. This is then used to build or improve a profile about you (that might include possible interests and personal aspects). Your profile can be used (also later) to present advertising that appears more relevant based on your possible interests by this and other entities.

Use profiles to select personalised advertising

Advertising presented to you on this service can be based on your advertising profiles, which can reflect your activity on this service or other websites or apps (like the forms you submit, content you look at), possible interests and personal aspects.

Information about your activity on this service (for instance, forms you submit, non-advertising content you look at) can be stored and combined with other information about you (such as your previous activity on this service or other websites or apps) or similar users. This is then used to build or improve a profile about you (which might for example include possible interests and personal aspects). Your profile can be used (also later) to present content that appears more relevant based on your possible interests, such as by adapting the order in which content is shown to you, so that it is even easier for you to find content that matches your interests.

Use profiles to select personalised content

Content presented to you on this service can be based on your content personalisation profiles, which can reflect your activity on this or other services (for instance, the forms you submit, content you look at), possible interests and personal aspects. This can for example be used to adapt the order in which content is shown to you, so that it is even easier for you to find (non-advertising) content that matches your interests.

Information regarding which advertising is presented to you and how you interact with it can be used to determine how well an advert has worked for you or other users and whether the goals of the advertising were reached. For instance, whether you saw an ad, whether you clicked on it, whether it led you to buy a product or visit a website, etc. This is very helpful to understand the relevance of advertising campaigns.

Measure content performance

Information regarding which content is presented to you and how you interact with it can be used to determine whether the (non-advertising) content e.g. reached its intended audience and matched your interests. For instance, whether you read an article, watch a video, listen to a podcast or look at a product description, how long you spent on this service and the web pages you visit etc. This is very helpful to understand the relevance of (non-advertising) content that is shown to you.

Understand audiences through statistics or combinations of data from different sources

Reports can be generated based on the combination of data sets (like user profiles, statistics, market research, analytics data) regarding your interactions and those of other users with advertising or (non-advertising) content to identify common characteristics (for instance, to determine which target audiences are more receptive to an ad campaign or to certain contents).

Develop and improve services

Information about your activity on this service, such as your interaction with ads or content, can be very helpful to improve products and services and to build new products and services based on user interactions, the type of audience, etc. This specific purpose does not include the development or improvement of user profiles and identifiers.

Use limited data to select content

Content presented to you on this service can be based on limited data, such as the website or app you are using, your non-precise location, your device type, or which content you are (or have been) interacting with (for example, to limit the number of times a video or an article is presented to you).

Ensure security, prevent and detect fraud, and fix errors

Your data can be used to monitor for and prevent unusual and possibly fraudulent activity (for example, regarding advertising, ad clicks by bots), and ensure systems and processes work properly and securely. It can also be used to correct any problems you, the publisher or the advertiser may encounter in the delivery of content and ads and in your interaction with them.

Deliver and present advertising and content

Certain information (like an IP address or device capabilities) is used to ensure the technical compatibility of the content or advertising, and to facilitate the transmission of the content or ad to your device.

Match and combine data from other data sources

Information about your activity on this service may be matched and combined with other information relating to you and originating from various sources (for instance your activity on a separate online service, your use of a loyalty card in-store, or your answers to a survey), in support of the purposes explained in this notice.

In support of the purposes explained in this notice, your device might be considered as likely linked to other devices that belong to you or your household (for instance because you are logged in to the same service on both your phone and your computer, or because you may use the same Internet connection on both devices).

Identify devices based on information transmitted automatically

With your acceptance, your precise location (within a radius of less than 500 metres) may be used in support of the purposes explained in this notice.

Vendors can use your data to provide services. Declining a vendor can stop them from using the data you shared.

Exponential Interactive, Inc d/b/a VDX.tv

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Privacy choices, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Device characteristics, Probabilistic identifiers, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Privacy choices, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: Non-precise location data, Browsing and interaction data, Device characteristics

Data collected and processed: IP addresses, Device identifiers, Precise location data

Data collected and processed: IP addresses, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Browsing and interaction data, Privacy choices, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Privacy choices, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics, Device identifiers

Data collected and processed: Device identifiers

Data collected and processed: Users' profiles

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses

Data collected and processed: IP addresses, Privacy choices, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Privacy choices, Device characteristics

Integral Ad Science (incorporating ADmantX)

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Privacy choices, Device identifiers, Precise location data

Data collected and processed: Non-precise location data

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics

Data collected and processed: IP addresses, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: Users' profiles, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: Device characteristics

Data collected and processed: IP addresses, Non-precise location data

Data collected and processed: IP addresses, Device characteristics

Data collected and processed: IP addresses, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Browsing and interaction data, Device characteristics, Probabilistic identifiers, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Precise location data, Authentication-derived identifiers

Data collected and processed: IP addresses, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device identifiers

Adobe Audience Manager, Adobe Experience Platform

Data collected and processed: IP addresses, Non-precise location data, Privacy choices, Device characteristics, Device identifiers, Precise location data

Data collected and processed: IP addresses, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics

Data collected and processed: IP addresses, Users' profiles, Browsing and interaction data, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, User-provided data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: IP addresses, Non-precise location data, Users' profiles, Privacy choices, Device identifiers

Data collected and processed: IP addresses, Browsing and interaction data, Device characteristics, Probabilistic identifiers, Device identifiers

Data collected and processed: IP addresses, Non-precise location data

Data collected and processed: IP addresses

Data collected and processed: IP addresses, Non-precise location data, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers, Authentication-derived identifiers

Data collected and processed: Device identifiers

Data collected and processed: IP addresses, Browsing and interaction data, Privacy choices, Device characteristics, Device identifiers

Data collected and processed: IP addresses, Privacy choices, Device characteristics

Data collected and processed: IP addresses, Non-precise location data, Browsing and interaction data, Device characteristics, Probabilistic identifiers, Device identifiers, Precise location data, Authentication-derived identifiers

Marketing Science Consulting Group, Inc.
#J-18808-Ljbffr

National Sales Manager to work for American Call Center

7 days ago

Islamabad, Islamabad, Pakistan Call Center International Llc Full time

National Sales Manager to work for American Call CenterCall Center International, LLC is a successful international telemarketing company that specializes in both inbound and outbound sales and marketing with a direct focus on multilingual telemarketing solutions tailored to client-company needs.OUR PLANS:Create the world's largest Ethnic Inbound Outbound...
Call Center Floor Manager

7 days ago

Islamabad, Islamabad, Pakistan Microcalls Bpo Full time

The Call Center Floor Manager manages and coaches a team of Call Center Leads and may be responsible for managing other administrative positions. The Floor Manager is responsible for overseeing call center operations and ensuring performance goals are achieved during all hours of operation. The Floor Manager provides management support to the General Manager...
Assistant Manager HR In A Call Center

7 days ago

Islamabad, Islamabad, Pakistan Reactive BPO Full time

Job Title: Assistant Manager - Human Resources (HR) - Call CenterReports To:HR ManagerJob Type:Full-timeJob Summary:We are seeking a dedicated and experienced Assistant Manager in Human Resources to join our call center team. The successful candidate will support HR functions, ensure compliance, and contribute to maintaining a positive work culture within...
Desktop Support Technician

2 weeks ago

Islamabad, Islamabad, Pakistan Field Engineer Support Full time

Get AI-powered advice on this job and more exclusive features.Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time on-site role located in Islamabad for a Desktop Support Technician. The Desktop Support Technician will be responsible for providing technical support for desktop computers, managing printer support,...
Service Center Manager

7 days ago

Islamabad, Islamabad, Pakistan Dmk Consultancy Full time

A MNC in Karachi is looking for a SERVICE CENTER MANAGER ISLAMABAD.The company is US-based and has become the world's largest package delivery company and a leading global provider of specialized transportation and logistics services. They manage a flow of goods, funds, and information in more than 200 countries and territories worldwide.Qualification:...
Data Center Engineer

2 weeks ago

Islamabad, Islamabad, Pakistan Business Solutions & Services (BSS) Full time

Company Name: Business Solutions & ServicesJob Type: Full-TimeWork Arrangements: OnsiteHead Office: Khayaban-e-Amin, LahoreSalary: Based on experienceAbout Business Solutions & ServicesBSS has stood out as a prominent service provider for over a decade with its impeccable services and a determined path to success. In the current landscape, where demands of...
Business Center Manager in Imarat

3 weeks ago

Islamabad, Islamabad, Pakistan IMARAT Full time

Get AI-powered advice on this job and more exclusive features.Direct message the job poster from IMARATIMARAT is one of Pakistan's leading real estate groups, delivering excellence in the real estate sector for over 15 years. As a UK-based private property development company, it has subsidiary companies operating in both the UK and Pakistan. Since 2015,...
Call Center Sales Manager

6 days ago

Islamabad, Islamabad, Pakistan Bright Ideas Communications Full time

2 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Bright Ideas CommunicationsManager HR & Admin | Bright Ideas CommunicationsPosition Overview:*Note: We are seeking a seasoned Call Centre Sales Manager with 7–10 years of proven experience in sales leadership,...
Sales Manager

7 days ago

Islamabad, Islamabad, Pakistan Call Center International Llc Full time

Call Center International, LLC is a successful international telemarketing company that specializes in both inbound and outbound sales and marketing with a direct focus on multilingual telemarketing solutions tailored to client-company needs.OUR PLANS:Create the world largest Ethnic Inbound Outbound Call Center.WE ARE LOOKING FOR:A driven, dedicated young...
Visa Application Center Management Position

7 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Title: Visa Application Center ManagerGerry's FedEx is urgently looking for a highly skilled and motivated individual to fill the role of Visa Application Center Manager.This role involves overall responsibility of the VAC and its affairs, including coordination with all departments and dealing with applicants' queries or complaints.Job SpecificationThe...

Americas

Europe

Asia / Oceania

Africa

Manager, Support Center