Access Services Manager

3 days ago


Karachi, Sindh, Pakistan Aga Khan University Full time
Role Description

The Customer Service Supervisor role involves:

  • Leading the Contact Center team to achieve performance targets.
  • Providing training and development opportunities for team members.
  • Ensuring that customer service standards are met through regular monitoring and evaluation.
  • Working closely with other departments to ensure seamless communication and coordination.
  • Identifying areas for improvement and implementing changes to enhance customer service delivery.
  • Collaborating with the Contact Center Management team to achieve Service Level and Drop Ratio targets.

Requirements:

  1. Contact Center Experience: Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
  2. Teamwork and Motivation: Teamwork & team motivation skills.
  3. Coaching and Counselling: Coaching & counselling skills.
  4. System Knowledge: Good knowledge of OPMS and AKUH Systems.
  5. Performance Management: Performance & KPIs management experience.
  6. MS Office Proficiency: Proficiency in MS Office (Word, Excel & PowerPoint).
  7. Data Analysis: Reports Management & Data Analysis skills.
  8. Flexibility: Able to work in shifts and also on National Holidays.


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