Monday, June 11, 2012

Senior Franchise Coordinator Customer Services, Lahore - Warid Telecom Pvt Ltd

Job Purpose:

Provide support in monitoring and facilitating CS related activities for optimizing CS operations through franchise Centers in assigned area by complying established processes & procedures

Job Responsibilties:

Implement effective & efficient Customer Relationship Management across all franchisee in assigned area.Monitor and improve CS activities at Franchise in the assigned area by periodic and random visits.To ensure that the franchises are working as per the defined company policies and procedures in the assigned domainEnsure all CS related issues of the franchises in the assigned area are addressed properly and also to co-ordinate with different departments to ensure smooth operations at the franchise centers.Identifying the areas and suggest where re engineering of processes is required.Updates and other important information are shared with franchises in the assigned domain on timely basis.Co-ordination with Zonal Manager & CS-RDC department in arranging trainings for Franchises in the assigned area with proper monitoring & feedbackConduct follow up on trainings imparted and refresher training sessions along with assistance on as and when required basis.All CS related issues are identified and addressed proactively at the Franchises and issues logged are resolved effectively in the assigned area.Conduct periodic audit/reviews of the franchises in the assigned area.Monitor and analyze daily/weekly Franchise Customer Service Reports in assigned domain to find out area of improvements and current level of KPIs.Ensure effective and efficient coordination with related departments towards facilitating Franchises productivity.

KPI’s:

Improve CS operations at Franchise CentersConduct monthly Franchise reviewsEnsure that all the issues pertaining to Franchisee are resolved and loggedConduct periodic & random visits of the franchises in the assigned territories100% self and franchise staff participation in CS related trainingsRequired Skills

- Energetic & proactive
- Result oriented
- Good communication & interpersonal skills
- Team player
- Possess negotiation skills
- Good reporting skills
- Strong MS Office skills
- Reporting skills


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