Director - Call Center - BPO

Role & Responsibilities

Responsible for managing Call Centre Operations. This role takes responsibility for the operational management of all Sales Call Centre activities

Key Responsibility Areas:

- Determine call centre operational strategies by conducting needs assessments, performance review's, capacity planning and cost/benefit analyses.

- Drive sales teams to achieve and exceed Sales and Retention targets in relation to volume, sales conversion, customer satisfaction and quality performance measures.

- Support the Review of Call Center Strategy and planning mechanisms.

- Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.

- Meets call centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions.

- Prepares call centre performance reports by collecting, analyzing and summarizing data and trends in terms of KPI delivery and operational effectiveness of the Centre

- Complete periodical review of Center to benchmark performance and improvement opportunities.

- Introduce and supervise the use of best practice process methodologies to improve results.

- Day to day performance management in the call for speed, efficiency, sales and quality.

- Overview action plan developed in order to improve results in line with goals/targets.

What's on Offer

An offer to work in a challenging role that offers you to combine all your experience and put in into a play with your strategies. Join this organization that is willing to grow with a new vision and a robust management.