Call Centers & Customer Care Outsourcing; Telecommunications
Functional Area
Not Mentioned
Job Description
Determine the Call Centre operational strategy by conducting reviews, capacity planning, and cost/benefit analyses; evaluating state-of-the-art technologies; defining user requirements and customer-service standards, contributing 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 centre 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 centre 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 centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; reviewing professional publications; benchmarking state-of-the-art practices etc.
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.
Create a strategy to deliver inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
Evaluate performance with key metrics (Service levels, Quality scores, Voice of customer,?..etc)
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
