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.
Job Details Posted Date : 2020-06-10Job Location : Al Kuwait, KuwaitJob Role : Customer Service and Call CenterCompany Industry : Wholesale & Import / Export Trade Preferred Candidate Career Level : ManagementDegree : Bachelor's degree