AGM CALL CENTER

As the Call Center Operations Manager, your role will involve overseeing a 700-seat outbound call center to ensure high productivity and efficiency. You will be responsible for controlling, monitoring, analyzing, and reviewing the system to achieve operational excellence. Key Responsibilities: - Determine call center operational strategies through needs assessments, performance reviews, and capacity planning - Define user requirements, establish technical specifications, and set productivity, quality, and customer-service standards - Contribute information and analysis to organizational strategic plans - Develop call center systems including customer interaction and voice response systems - Design user interfaces, execute user acceptance test plans, and manage implementations - Maintain and improve call center operations by monitoring system performance and resolving issues - Prepare and implement action plans, conduct system audits, and manage quality assurance programs - Achieve call center human resources goals through recruiting, training, coaching, and managing employees - Prepare performance reports by analyzing data and trends Qualifications Required: - Proven experience in call center operations management - Strong leadership and communication skills - Ability to analyze data and trends to make informed decisions - Knowledge of call center technologies and systems - Experience in recruiting, training, and managing a team - Excellent problem-solving and decision-making abilities Please note that this job description is focused on the role of Call Center Operations Manager overseeing a 700-seat outbound call center.,