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Operations Manager (Call Center) - Alexandria

UX Centers
Bourj Alarab, Alexandria
Posted 3 years ago
154Applicants for1 open position
  • 154Viewed
  • 0In Consideration
  • 154Not Selected
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Job Details

Experience Needed:
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Job Description

  • Determine 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.
  • Develop 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.
  • Maintain And improve 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.
  • Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
  • Establish a high standard for productivity, quality, customer service as well as define user guidelines.
  • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

Job Requirements

Profile:

  • Education: Bachelor’s Degree
  • Professional experience: 5+ years of managerial experience (3+ years of call center experience preferred)
  • Language: Fluent Written and Spoken English

Technical Skills :

  • Budgeting & financial management
  • Data analysis & action planning
  • WFM forecasting & capacity planning
  • Microsoft Office Package

Behavioral Skills :

  • Critical thinking and problem-solving skills
  • Planning and organizing
  • Communication skills
  • Leadership
  • Conflict management
  • Adaptability

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