AGM Call CENTER - HO

Job description

To look after 700 seats outbound call centre operations and deliver high productivity

through controlling, monitoring, analyzing & reviewing system.

Determines call center operational strategies by conducting needs assessments,

performance reviews, capacity planning, and cost/benefit analyses; 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.

Prepares call center performance reports by collecting, analyzing, and summarizing data

and trends.