
Call Center Operations Director
3 days ago
As a Call Center Manager, you will oversee the daily operations and management of a call center.
Main Responsibilities- Effectively utilize resources to ensure smooth call center operation.
- Establish and achieve performance targets for speed, efficiency, sales, and quality.
- Develop and implement strategic plans for change management.
- Manage and supervise daily call center activities.
- Liaise with call center supervisors, operatives, and third parties.
- Analyze reports and make data-driven decisions.
- Implement quality control measures through random call monitoring.
- Identify and develop staff training needs.
- Maintain accurate records of statistics, user rates, and performance levels.
A Bachelor's degree in Business Administration or a related field is required.
Preferred Qualifications- Master's degree in Business Administration or a related field.
- Prior experience in a similar role.
- Strong analytical and problem-solving skills.
- Excellent communication and leadership abilities.
- Proficiency in Microsoft Office Suite.
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