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Head Call Center Operations

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

09-Sep-2019

Location:

CITY OF PASIG

Close date:

30-Jan-2020

Client Industry:

BANKING

Job Description and Qualification:

The Call Center Operations Head will serve customers by planning and implementing call center strategies and operations; improving systems and processes; as well as manage staff.

Job Responsibilities:
  • Determines call center's operational strategies. He will be 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 the 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.

Salary:

280,000.00