Call center - Operations Manager

HKT Teleservices

Lugar de Trabajo:

Publicado:

Publicado hace 185 días

Salario

No especificado

Tipo de puesto:

 Operations Manager Job Duties·        

  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity        
  • 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 and analyzing KPI·       
  •   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.   

·         Required Qualifications 

  •        Bachelor’s degree from an accredited college or university.  
  •       Minimum of four (2-4) years’ experience as an Operation Manager 
  •        Proven experience in people management
  •        Proven experience in Operation planning
  •        Must have strong analytical, problem identification and problem solving abilities.
  •        Must be business solution, project management and risk focused.
  •        Must be action, value and outcomes focused.
  •        Must have an aptitude and mental agility to learn about and apply themselves in new technologies, as required. 
  •        Must be able to read, write, speak and understand English. 
  •      Must have strong communication skills, be able to work independently and be team oriented      

·         

El contenido de este aviso es de propiedad del anunciante. Los requisitos de la posición son definidos y administrados por el anunciante sin que Konzerta sea responsable por ello.
La empresa dio por finalizado este aviso.
¡Te has postulado con éxito!