About the Job
• Determine 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.
• Develop 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.
• Maintain And improve 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.
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
Job Requirements
Profile:
• Education: Bachelor’s Degree
• Professional experience: 3+ years of managerial experience
• Language: Fluent Written and Spoken English
Technical Skills :
• Budgeting & financial management
• Data analysis & action planning
• WFM forecasting & capacity planning
• Microsoft Office Package
Behavioral Skills :
• Critical thinking and problem-solving skills
• Planning and organizing
• Communication skills
• Leadership
سجل سيرتك الذاتية الآن مجانا لتتقدم لآلاف الوظائف، وتتواصل مع الآف الشركات (+40 ألف شركة)، فقط أكمل نموذج التسجيل
عفوا، تم إخفاء عرض الايميل لهذه الوظيفة حيث أنه قد مر أكثر من 30 يوما منذ نشر هذا الاعلان وقد تم ارشفته، يمكنك العودة الى الصفحة الرئيسية بالضغط على الرابط بالاعلى لمشاهدة احدث الوظائف المنشورة يوميا.
نسخة للطباعة 
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