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Education, Training, & Library
B2B Supervisor December 16, 2012 - December 31, 2012 Location: Karachi, Pakistan Exempt/Non-Exempt: Non-Exempt Benefits: This is a full time position with a complete benefits package upon hire. The position offers a base salary with quarterly bonuses, medical and life insurance and paid holidays. Employment Type: Full Time Department: B2B Support Description: Provide support to corporate clients and Value Added Resellers.
Reporting: Manager VUMS & B2B Support
This position reports to the Manager VUMS & B2B Support in PK Office. Also the position report to Manager in Austin, TX for all functional and project related activities. Shift timings: 06:00pm ? 03:00am
Duties: ?Handle escalations through JIRA, PD and through calls to resolve any issues. ?Run reports to measure teams performance. ?Perform QA of the teams output. ?Conducting meeting sessions with clients and internal teams. ?Minimize ticket counts and monitor blockers tasks. ?Meeting with the concerned teams to discuss next plan of action for complicated issues. ?Responsible for motivating and inspiring the team to surpass their potential. ?Responsible for improving the team and facilitating the communication among the members of team. ?Responsible for exceeding and meeting departmental objectives, including conversion targets, and lead generation ?Responsible for creating sense of ownership within the employees and resolving employee issues, if any ?Responsible for encouraging, supporting, and motivating actively ones peer team. ?Responsible for looking constantly for development as well as continuous improvement for the entire team ?Responsible for monitoring, organizing, and coaching team on a day-to-day basis. ?Responsible for communicating the company s purpose, core values, vision to the front employees ?Responsible for ensuring that the employees follow their schedules properly as designed. ?Any other responsibility assigned by the Manager.
Key Performance Indicators;
?Time spent on customer relations (average. time) ?Customers per week with unsolved problems (average. #) ?Average response time per customer request ?Average response time to solve customer problem ?Customer complaints resolved (#, %) ?Customer perception of ease to work with per survey ?Customer complaints resolved on the first contact (#, %) ?Customer problems solved within stated time frame (#, %) ?Delivery deadlines met (compared to either the date requested or promised) (%) ?Rate of responses exceeding specified time frame (for example, 24 hours) ?Logged in time of resolutions and frequency of responses ?Service level of the Team. ?Service attributes such as timeliness, responsiveness, understanding customer s needs, business, quality of relationship, knowledgeable staff, customer focus and proactivity per survey ?Service quality rating per survey ?Time devoted to customer service (time)
Qualifications: ?Exceptional communication skills and ability to formulate insights and opinions around complex problems. ?Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.. ?Ability to absorb and retain information quickly. ?Ability to present ideas in user-friendly language. ?Highly self-motivated and directed. ?Keen attention to detail. ?Proven analytical and problem-solving abilities. ?Ability to effectively prioritize and execute tasks in a high-pressure environment. ?Exceptional customer service orientation. ?Experience working in a team-oriented, collaborative environment.