JOB DESCRIPTION
Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
JOB FUNCTIONS
• 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 orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing call centre 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; bench-marking 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.
EXPERIENCE
• 7-10 years of experience in a large contact centre/customer care managing at least a work force of 200-300 employees currently or have experience of managing a unit independently.
EDUCATIONAL QUALIFICATION
• Graduate in any discipline, MBA Degree would be added advantage.
REQUIREMENTS
• Excellent communication oral and written
• Flexible for shifts and willing to work in 24 x 7 environment
COMPETENCIES
• Customer Focus
• Customer Service
• Verbal Communication
• Informing Others
• Process Improvement
• Problem Solving
• People Skills
• Teamwork
• People Management
• Managing Processes
• Emphasizing Excellence.
TO APPLY
Candidates who meet the above requirement should email their resume tocontact@gvapartners.com and recruitment@gvapartners.com. PLEASE, STATE THE POSITION YOU ARE APPLYING FOR IN THE SUBJECT FIELD OF THE MAIL.
DUE DATE: 20 Oct, 2012
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