Call Center Operations Managers

About the Job

• 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.
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• 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.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

Job Requirements

Profile:

• Education: Bachelor’s Degree
• Professional experience: 5+ years of managerial experience (3+ years of call center experience preferred)
• Language: Fluent Written and Spoken English

Technical Skills :

• Budgeting & financial management
• Data analysis & action planning
• WFM forecasting & capacity planning
• Microsoft Office Package

Behavioral Skills :

• Critical thinking and problem-solving skills
• Planning and organizing
• Communication skills
• Leadership
• Conflict management
• Adaptability