Head -Call Center Operation

ASCENT HR SOLUTIONS
  • Delhi, Gurgaon, Noida
  • 10-15 lakh
  • 10-15 years
  • Views
  • 02 Jan 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Roles & responsibilities:-
-To look after entire 300 seats outbound call center 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.


Job Posted By

Rajiv Sharma
Business Owner

About Organisation

ASCENT HR SOLUTIONS