i2c, is hiring "Traffic Controller"
Industry: Information Technology Category: Client Services Total Position: 2 Job Type: Permanent ( rotating ) Department: Client Services Job Location: Lahore, Pakistan Gender: Doesn't Matter Minimum Education Bachelors Career Level: Experienced (Non-Manager) Minimum Experience: 3 Years(Preferably in an International Call Center) Apply By: Aug 20, 2010 Posted: Jul 22, 2010 Job Description: •Primarily responsible to ensure an optimal staffing level necessary to deliver efficient and effective client services •Prepares staffing schedules and rosters that ensure efficient and effective resource allocation for uninterrupted service delivery, 24/7 •Schedules, controls and supervises staff breaks, entry and exit on the floor, on the basis of current and anticipated workload •Continuously monitors call (and ticket) volume/level and current staffing level to ensure that adequate resources are available at all times necessary to meet desired service levels, norms and standards •Promptly acts to engage additional resources as the need arises •Prioritizes or facilitates in prioritizing calls/tasks to address changing load/levels of client requests and calls •Proactively analyzes calls/tasks trends and patterns to predict future workload and change patterns •Collects, measures and analyzes relevant metrics to define workload norms that help prepare effective staffing plans and schedules in a proactive manner •Defines thresholds for raising alerts and generating prompt staffing response •Defines and improves staffing processes aimed at smooth and continuous client services and efficient resource utilization •Coordinates with the manager and relevant team members to constantly keep abreast with anticipated business, events and circumstances that have the potential to significantly affect work volume •Compiles, analysis and submits periodic reports to management that aid in making decisions regarding staffing and workload forecasting •Continuously strives to optimize resource allocation and improve procedures for staffing and resource scheduling Skills Required: Experience 3+ years relevant experience, preferably in an International call center Competencies 1.Excellent communication (oral and written) and analytical skills 2.Strong customer orientation 3.Excellent spreadsheet (MS Excel) and data analysis skills 4.Good arithmetic skills with an aptitude for numerical analysis 5.Excellent interpersonal and team skills 6.Motivation and ambition to excel 7.Drive to learn and grow Kindly apply online at http://www.rozee.pk/job_97181?&utm_source=jobSearch&utm_medium=website&utm_content=jobSearch_97181&utm_campaign=ROZEE_JOB_SEARCH_2010_07_23
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