AGM - Call Centre Operations

Looking out profiles with one of the leading organization candidates must have good experience in -

- Maintain and improve call center operations from current to 300+ by monitoring system performance; identifying and resolving problems.

- Develop and spearhead and ensures implementation of Call Center strategy covering all Outbound process

- Responsible for ensuring that customers receive a professional and consistently high quality services in line or above industry standards.

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

- Actively monitors daily, weekly, fortnightly and monthly performance statistics.

- Develop and monitor budgets, in line with current needs and planned activities.

- Ensure optimal Call Center staffing. Also ensures optimal training of Call Center employees in collaboration with various internal functions.

- Devises meaningful incentive schemes that would motivate call centre staff to exceed minimum standards.

- Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance & Customer Surveys.