Premier BPO is a Business Process Outsourcing company. Premier BPO combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer’s practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.
- Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.
- Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.
- Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
- Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.
- Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.
- Provide timely and accurate information to management regarding contact center performance and trends.
- Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.
- Assist with the implementation and maintenance of workforce management tools and systems.
- Participate in training and development programs to enhance knowledge and skills related to workforce management.
- Bachelor’s degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.
- Proven experience in a contact center or customer service environment.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficiency in using workforce management tools and software.
- Ability to work in a fast-paced and dynamic environment.
- Detail-oriented with the ability to multitask and prioritize effectively.
- Strong organizational and time management skills.
- Ability to work collaboratively in a team-oriented setting.
- Flexibility to work in shifts, including evenings, weekends, and holidays as required.
- Problem Solver
- Positive attitude and focus on customer service with excellent communication skills
- Ability to work in a fast-paced environment – juggling shifting and even conflicting priorities
- Great analytical skillset (excel expert)
- Ability to work independently
- Creative skills for contributing new and innovative ideas
- Strong team skills
What we offer:
- Market competitive salary
- Career Growth
- Learning & Development
- Provident Fund
- Paid Leaves
- Medical Coverage (IPD)
- Life Insurance
Location: Gulberg II, Lahore
Timing: 09:00 am – 06:00 pm EST (US Timings)