Call Centers & Customer Care Outsourcing; Telecommunications
Functional Area
Not Mentioned
Job Description
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; 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, counselling, and disciplining employees; administering scheduling systems; 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; analysing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Conducting effective resource planning to maximize the productivity of resources (people, process and technology).
Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners to deliver all assisted and non-assisted service touchpoints.
Create a strategy to delivery inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
A good understanding of the market dynamics in the Telecom sector.
Lead the development and delivery of the digital transformation strategy as part of the local company and in line with the global Group strategy.
Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.
Driving culture change and creating framework for implementation of Lean and Six Sigma initiatives.
Formulating operational goals, short term / long term budgets and developing plans for the achievement of these goals for various processes
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
Closely work with the other departments (HR, OPS, Technology, Finance) to engage them in the execution of the strategy
Developing objectives for the call centre?s day-to-day activities
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Designing new processes & improving existing processes through process re-design & organizational restructuring
