AGM CALL CENTER | FINJO N895

Job Responsibilities

• To look after 700 seats outbound call centre operations and deliver high productivity

through controlling, monitoring, analyzing & reviewing system.

• Determines call center operational strategies by conducting needs assessments,

performance reviews, capacity planning, and cost/benefit analyses; 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 recruiting, selecting, orienting,

training, assigning, coaching, counseling, and disciplining employees; administering

scheduling systems; communicating job expectations; planning, monitoring, appraising, and

reviewing job contributions; planning and reviewing compensation actions; enforcing

policies and procedures.

• Prepares call center performance reports by collecting, analyzing, and summarizing data

and trends.

Minimum Education - Graduate

Work Experience - 13 years to 20 Years

Industry Exposure Required

Hands on expr in domestic out-bound sales process

Experience in Outbound call centre sales process – 6 – 8 yrs.

Min number of agents handled : 200+

Automated Dialer experience mandatory - Avaya, Genesys or similar

Functional Reporting - Head Sales & Call Center

Industry: BPO, BPM, Call Centre

IT Knowledge/ Other Competencies - MS Office