Call Center Operations Manager Job Purpose: Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Call Center Operations Manager Job Duties:

- Determines 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.

- 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.

- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Skills/Qualifications: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Other Details

- Rotational Day Shift

- Job Location – Bhayander (West)

- Industry – Business Process Outsourcing.

- Prior experience in Operations- Domestic (inbound) is mandatory

Address: Epicenter technologies Pvt.Ltd. Salasar Business Park, Off 150ft, Flyover Road, Next to Maxus Mall, Bhayander (W),Thane - 401 101.

Please feel free to reach out to me for any concerns or queries

May Maleakal
Human Resource, Epicenter Technologies Pvt. Ltd.
Board (India) +91.22.6758.2966
Cell 9619934442 | www.EpicenterTechnology.com

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.