Assistant Manager - Call Center Operation

Hutch is rapidly emerging as Sri Lanka's No. 1 choice for mobile broadband services. A continuing focus on delivering great value products and a high quality experience, Hutch's recent nationwide expansion deploying the country's most advanced 4G network, has geared Hutch to reach new heights.

Hutch is a fully owned subsidiary of Hong Kong based CK Hutchison Holdings Limited (CKHH), a global Fortune 500 conglomerate operating in 52 countries.

Telecom operations of CKHH span the globe covering UK, Ireland, Austria, Sweden, Denmark, Italy, Australia, Hong Kong, Indonesia, Sri Lanka, and Vietnam & Macau.

In our plan to conquer new heights in a dynamic and fast evolving industry, we are looking for an energetic, committed and self-motivated individual to join our team.

Key Responsibilities:

  • Conduct daily call audits to identify the status of products & process knowledge and CRM tagging accuracy of call center agents.
  • Escalate issues identified to the Call Center management on regular basis.
  • Summarize, collect, and analyze Call Center trends and data for regular performance reports.
  • Provide leadership, guidance, and continuous monitoring to streamline the objectives of the operation.
  • Organize necessary trainings for Supervisors and QA team members and Call Center Agents.
  • Continuously doing necessary changes on CRM tags and Knowledge Base.
  • Prepare and share required reports with relevant departments - Daily, weekly & monthly.
  • Responsible for monthly Invoice calculations.
  • Conduct weekly/monthly reviews/meetings with vendor and identify new requirements & Issues.
  • Prepares and analyses internal and external quality reports for management staff reviews.

Qualifications & Experience:

  • At least 2 years of experience in a similar capacity.
  • Diploma/Degree in Management from a reputed institute.
  • Excellent communication skills in English & Sinhala both written and verbal. (Tamil would be an added advantage).
  • Competent in Ms. Office packages particularly: Excel, Power Point, Access and Word.
  • Sound analytical skills

Please forward your application along with contact details of non-related referees 

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