BPO Coordinator
BPO Coordinator
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
Key Responsibilities
- BPO Partner Coordination: Collaborate with BPO service providers to ensure alignment on processes quality standards and service levels.
- Customer Support Assistance: Monitor and assist with customer service cases ensuring timely and accurate resolution of issues and escalations.
- Process Improvement: Identify gaps and opportunities in the customer support processes suggesting changes to enhance the efficiency and effectiveness of operations.
- Data Tracking and Reporting: Maintain and analyze performance data prepare regular reports on BPO service metrics and present insights to internal stakeholders.
- Communication Management: Act as a liaison between the telecommunications office and BPO teams ensuring smooth communication and addressing any operational or customerrelated issues promptly.
- Training and Development: Support training initiatives for BPO teams to maintain high standards in customer service and ensure familiarity with product and service updates.
- Quality Assurance: Monitor and assess BPO performance on quality parameters providing feedback and supporting corrective actions when needed.
Requirements
- Experience: 12 years of experience in a BPO customer service or telecommunications support role.
- Education: Bachelor s degree or equivalent experience in a related field.
- Skills:
- Strong organizational and multitasking skills.
- Excellent communication skills both verbal and written.
- Proficiency in Microsoft Office (Excel Word PowerPoint) and other reporting tools.
- Ability to work well with crossfunctional teams and handle sensitive customer interactions professionally.
- Additional Qualifications:
- Familiarity with the telecommunications industry and customer service best practices.
- Detailoriented with a focus on accuracy and quality.
- Selfmotivated with the ability to work independently and take initiative.
Benefits
- Competitive salary and benefits package.
- Opportunities for career development in a dynamic telecommunications environment.
- Comprehensive health dental and vision coverage.
- Paid time off and holiday benefits.
telecommunications,customer,self-motivated,detail-oriented,strong organizational skills,communication,multitasking skills,reporting tools proficiency,data,customer service,skills,teams,excellent written communication,proficiency in microsoft office,cross-functional teamwork,excellent verbal communication,office,customer service professionalism,operations,bpo
Employment Type
Full Time
Company Industry
Key Skills
- B2B Sales
- Customer Service
- Communication skills
- Outbound Sales
- Account Management
- Upselling
- Customer Support
- Data Mining
- 3G
- Human Resources
- Internet Of Things
- 4G/LTE
