Operational Manager

We are hiring for Call Center Operations Manager/ Operational Head for Mumbai location with an experience of 8+ years into BPO/KPO Sector.

Responsibilities should be :

- Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff of a team of 30+.

Goal should be :

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

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,bench-marking state-of-the-art practices,participating in professional societies.

Call Center Operations Manager Skills and Qualifications :

- Should be a graduate/Post Graduate with good communications skills.

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