Asst. Manager / Manager Operations

Experience as Operation Manager/Asst. Manager Ops in Sales or customer Service process should equip adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.

Responsibilities and Desired Skills:

• Determines call center operational strategies by 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.
• 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 opera...