CALL CENTER OPERATIONS MANAGER
JOB DESCRIPTION: Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
JOB FUNCTIONS
· Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
· Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
· Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
· Accomplishes call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;; enforcing call centre policies and procedures.
· Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
· Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
· Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
· Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
· Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
EXPERIENCE
7-10 years of experience in a large contact centre/ customer care managing at least a work force of 200-300 employees currently or have experience of managing a unit independently.
EDUCATIONAL QUALIFICATION
Graduate in any discipline, MBA Degree would be added advantage.
REQUIREMENTS
· Excellent communication oral and written
· Flexible for shifts and willing to work in 24 x 7 environment
COMPETENCIES
· Customer Focus
· Customer Service
· Verbal Communication
· Informing Others
· Process Improvement
· Problem Solving
· People Skills
· Teamwork
· People Management
· Managing Processes
· Emphasizing Excellence.
METHOD OF APPLICATION
Candidates who meet the above requirement should email their resume to[email protected]and[email protected]. PLEASE, STATE THE POSITION YOU ARE APPLYING FOR IN THE SUBJECT FIELD OF THE MAIL.
Did you enjoy this post? Why not leave a comment below and continue the conversation, or subscribe to my feed and get articles like this delivered automatically to your feed reader.
Comments
No comments yet.
Leave a comment