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Job Description
- Responsible for planning, organizing the work of subordinates in the installation, modifications and testing of telecommunications systems.
- Analyzing and troubleshooting communications systems to maintain state agencies telecom systems as per requirement or orders.
- Prepare reports that include performance outcomes, goal achievement and overall productivity to present to executive management.
- Oversee general administrative work including planning meetings, making phone calls and distributing scheduling and job assignments.
- Manage a team of call center agents and leaders.
- Be available to affect the entirety of the team’s operations.
- Manage by walking around.
- Visible to answer questions.
- Take calls that your agents can’t handle and be available when an agent appears to need assistance.
- Monitor queue and track inbound calls.
- Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback.
- Manage the operation performance.
Job Requirements
- COPC Awareness.
- Bachelor’s degree in operations management or related field.
- Experience in management operations, and leadership For Minimum 3 Years In Telecommunication Field.
- Understanding of general finance and budgeting, including profit and loss, balance sheet and cash-flow management.
- Excellent communication skills.
- Data processing skills.
- Financial management skills.
- Conflict management skills.
- Understanding stock management systems.
- Understanding operations processes.
- Negotiation Skills.