I determine Call Center operational strategies by conducting assessments, performance reviews, capacity planning and cost/ benefit analyses; defining user requirements; establishing technical specifications and production, productivity, quality and customer service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops Call Center systems by developing customer interaction and voice response systems, and voice networks; planning and controlling implementations.
Maintains and improves Call Center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.
Accomplishes Call Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees. Communicating job expectations; planning, monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets Call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares Call Center performance reports by collecting, analyzing and summarizing data and trends. Gather information/evidence/data including background information affecting the design of current processes. Develop the concept of possible improvements including capturing initial impacts, risks and issues. Assessing the voice of the customer and thereby identifying opportunities for process improvement, leading to an improvement in NPS scores.
Maintains professional and technical knowledge by tracking emerging trends in Call Center operations management; attending educational workshops; establishing personal networks; participating in professional societies.