Call Center Manager

6 - 10 years

0 Lacs

Posted:4 days ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for overseeing the outbound call center operations with 700 seats and ensuring high productivity through control, monitoring, analysis, and system review. Your duties will include determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. You will define user requirements, establish technical specifications, set production, productivity, quality, and customer-service standards, and contribute information and analysis to organizational strategic plans and reviews. You will develop call center systems by creating customer interaction and voice response systems, voice networks, designing user interfaces, developing and executing user acceptance test plans, and planning and controlling implementations. Monitoring system performance, identifying and resolving problems, preparing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance programs will be part of your responsibilities to maintain and enhance call center operations. Achieving call center human resource objectives through recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees, as well as administering scheduling systems, communicating job expectations, planning compensation actions, enforcing policies and procedures will be vital. You will be in charge of preparing call center performance reports by collecting, analyzing, and summarizing data and trends to ensure operational efficiency and quality service delivery. If you are interested in this role, please contact Niharika at 7709369078. This is a full-time and permanent position with a day shift schedule. The work location is in person.,

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