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Call Centre Operations Manager At Sence World

Date Posted: 25/Sep/2013
Deadline: Not Specified


The roles and responsibilities for this job are as follows;
• Determining Call Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; 
• Identifying and evaluating state-of-the-art technologies; 
• Establishing technical specifications, and production, productivity, quality, and customer-service standards; 
• Contributing information and analysis to organizational strategic plans and reviews.
• Developing Call Center systems by developing customer interaction and voice response systems, and voice networks; 
• Maintaining and improving Call Center operations by monitoring system performance, Identifying and resolving problems, preparing and completing action plans; 
• Accomplishing Call Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees and communicating job expectations;
• Administering scheduling systems; 
• Planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions and enforcing policies and procedures.
• Meeting Call Center financial objectives by estimating requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Preparing Call Center performance reports by collecting, analyzing, and summarizing data and trends.


Skill set

To be successful in this role the candidate must have the following;
• A good first degree in any Subject, Computer Science or Engineering will be preferred.
• Minimum of 5 years work experience managing a Call Centre.
• Good exposure to Process Improvement
• A good understanding of processes and how to manage them
• Customer Focus
• Strong Listening abilities
• Very good Phone etiquette
• Strong verbal communication skills 
• Very good relationship building/interpersonal skills
• Strong problem solving skills.
• Ability to multi task 
• A very good team player

Work experience

5 - 6 years

Method of Application

Interested and qualified? Click the Apply now button to send your application

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