AGM CALL CENTER

As the person responsible for overseeing the outbound call center operations consisting of 700 seats, your primary objective will be to ensure high productivity levels by efficiently controlling, monitoring, analyzing, and reviewing the system. You will play a key role in determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Your input will be valuable in defining user requirements, establishing technical specifications, and setting production, productivity, quality, and customer service standards. Additionally, you will provide essential information and analysis for organizational strategic plans and reviews. Your duties will include developing call center systems such as customer interaction and voice response systems, as well as voice networks. You will be involved in designing user interfaces, developing and executing user acceptance test plans, and overseeing implementations. It will be your responsibility to maintain and enhance call center operations by monitoring system performance, identifying and resolving issues, and preparing action plans. You will conduct system audits and analyses, manage system and process improvement initiatives, and quality assurance programs, including the installation of upgrades. In addition to operational tasks, you will be entrusted with achieving human resource objectives for the call center. This will involve recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees. You will administer scheduling systems, communicate job expectations, monitor and appraise job contributions, and review compensation actions while enforcing policies and procedures. Furthermore, you will be required to prepare performance reports for the call center by collecting, analyzing, and summarizing data and trends. Your role will be pivotal in ensuring the efficiency and effectiveness of the call center operations while driving towards high productivity and quality standards.,