Call Center Operations Manager

Neugene International Inc HR Solutions
  • Delhi
  • 10-12 lakh
  • 9-16 years
  • 13 Mar 2015

  • Operations

  • Education/ Training
Job Description


It is a leading company in training and development - THE ONLY COMPANY OPERATING ALL OVER INDIA in this field, with the largest network of state-of-the-art centers spread across 95 cities besides international operations/presence in Dubai, Mauritius & Hong Kong.

Job Purpose:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Job Duties:

* To look after entire 125 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.
Skills/Qualifications: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

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