Call Center Manager
Vistas Global
منذ 16 ساعات
source :
  • Determine call center operationalstrategies by conducting needs assessments, performance reviews,capacity planning, and cost / benefit analyses;
  • identifying andevaluating state-of-the-art technologies; defining userrequirements; establishing technical specifications, andproduction, productivity, quality, and customer-service standards;
  • contributing information

  • Develop call centersystems by developing customer interaction and voice responsesystems, and voice networks; designing user interfaces;
  • developingand executing user acceptance test plans; planning and controllingimplementations.

  • Maintain and improves callcenter operations by monitoring system performance; identifying andresolving problems; preparing and completing action plans;
  • completing system audits and analyses; managing system and processimprovement and quality assurance programs.

  • Meet call center financial objectives by estimatingrequirements; preparing an annual budget; scheduling expenditures;analyzing variances;
  • initiating corrective actions.

  • Ensure staff members are achieving desired service levelsand taking corrective action, as needed.
  • Train, coach, and lead call center representatives asthey provide support for customers.
  • Preparereports and analyzing call center data to improve processes, ensureresources are properly allocated, and maximize efficiency andcustomer satisfaction.
  • Accomplish organizationgoals by accepting ownership for accomplishing new and differentrequests; exploring opportunities to add value to jobaccomplishments.
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