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;
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.