Job Description
Job Summary:
Directly assists the Call Center Manager in organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics
Responsibilities:
Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Assists in maintaining and improving 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.Assists in accomplishes call cent...
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