The ideal candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

Job Summary

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics

Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system perfor...