Job Details
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Job Description
Main Duties:
- 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 organization goals by accepting ownership for accomplishing new and different requests; exploring
- Opportunities to add value to job accomplishments.
- Prepare reports for different departments or upper management
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Job Requirements
- Business Administration preferred.
- Certified Call Center Manager (e.g. CC-CM) or equivalent qualification is a plus.
- Excellent English Language.
- Proficient in MS Office and call center equipment/software programs.