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 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.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
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hey
after reading your project details i knew i'm the right person for this work , i have a 2 years exeprience in management , and 4 years in calling centers , i would be glad to work with you .
Hello,
Here in i have submitted my bid and i am keen to give you my work and skills to enhance the quality of the work for your organisation .Give one chance to show my skills.
Rajat
+966563324341
I have been a project manager for last 3 years. I also have experience as a customer service manager and admin assistant. Email me to discuss your project needs.
Relevant Skills and Experience
Project management, customer service manager, web development, content management, social media management
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I have been working on management , marketing and sales for the past 6 years now. I can help the company run a smooth operation by driving service, making more money and employee development.
Relevant Skills and Experience
I was a manager at enterprise rent a car where I got promoted 3 times within 3 years. Also been in customer service my whole life now.
I have helped Operations and support within companies I've worked with develop good practices and new processes as well as defining roles and tools for 10 years now and I am confident I can help you better operate internally and serve your customers. I would be glad to provide my resume and speak about my qualifications if you would like.