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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.
- 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.
Job Requirements
- Bachelor's degree or above
- Experience in the same field is required
- High management skills
- Age from 28 to 35
- Fluent English.