As Caller Center Operations Manager, you will directly oversee call center sales personnel to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.
Responsibilities
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
Establish a high standard for productivity, quality, customer service as well as define user guidelines.
Develop company systems for customer interaction and voice response and control the implementation process.
Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
Summarize, collect and analyze call center trends and data for regular performance reports.
Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Qualifications
Bachelor’s Degree
Customer service experience preferred
Motivated self-starter
Excellent verbal communication skills
1-3+ years of call center experience preferred
