CSSD Operation Coordinator
Vianet Communications
Telecommunications
015970444, hr@vianet.com.np
Head Office , Jawalakhel ,Lalitpur
49Basic Job Information
| Job Category | Others |
|---|---|
| No of Openings | 1 |
| Application Deadline | 2024-11-30 |
| Education Level | Bachelors Level |
| Experience | 2 Year + |
| Qualification | Bachelor Degree |
| Faculty | Others |
Job Specifications
| Job Nature | Full Time |
|---|---|
| Working Position | Entry Level |
| Salary Type | Negotiable |
| Salary | Negotiable |
| Skills Required | |
| Job Location | Head Office , Jawalakhel ,Lalitpur |
Required Documents for Application
| Cover Letter | Yes |
| CV | Yes |
| Citizenship | No |
| Passport-size Photo | No |
| Certificates | No |
| Testimonials | No |
Job Description
Skills and Knowledge:
- Higher operations and technical expertise
- Strong skills in data analysis, call center software.
- Excellent organizational and problem-solving abilities.
- Ability to lead process enhancement, foster teamwork with cohesive team environment and maintain high level of customer satisfaction.
Job Duties & Responsibilities:
1)Daily Operations Management
- Oversee call center activities, monitor metrics (e.g., call volume, response time), and ensure adherence to SLAs.
- Ensure social media support meets SLAs and customer expectations.
2)Performance Monitoring
- Evaluate call and social media response quality and target improvement areas with agents.
- Work with QA team to enhance agents’ APS.
- Collaborate with Training & Development to improve training and create LMS modules.
3)Technical Escalations & Issue Resolution
- Manage escalated technical issues, coordinating with IT or specialized teams for resolution.
- Provide or organize technical training for Supervisors, TLs, and agents.
4)Process Improvement
- Identify improvements in call and social media support, adopting new tools to enhance engagement and service delivery.
5)Reporting & Communication
- Analyze performance data to track trends and recommend improvements.
- Report to Assistant Manager and HOD.
- Act as a liaison across call center, social media, and other internal teams to ensure aligned communication.
Apply Instructions
Visit the link below:
https://www.vianet.com.np/vacancy-form-page/?job=CSSD%20Operation%20Coordinator%20&publish=2024-11-14&deadline=2024-12-09
Company Description
About Vianet
With an aim to enrich the lives of our customers, employees, partners and supporters by providing the best digital experience, Vianet is dedicated to provide not only the...
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