Gabriel

Role Overview:

As the Call Center Operations Manager, I am in charge to oversee all aspects of call center operations to ensure the highest levels of productivity, efficiency, and customer satisfaction. You will develop and implement strategies, policies, and procedures to enhance overall performance and drive continuous improvement.

Key Responsibilities:

Manage and analyze metrics and performance criteria to improve call center productivity.

Conduct regular performance reviews and needs assessments to identify areas for improvement.

Operational Strategy Development:

Develop and implement call center operational strategies based on capacity planning and cost/benefit analyses.

Identify and evaluate state-of-the-art technologies to enhance operations.

Define user requirements and establish technical specifications to meet production, productivity, quality, and customer-service standards.

Contribute insights and analysis to organizational strategic plans and reviews.

Systems Development and Implementation:

Design and develop customer interaction and voice response systems, as well as voice networks.

Create intuitive user interfaces and develop comprehensive user acceptance test plans.

Plan and oversee the implementation of new systems to ensure seamless integration and operation.

Skills/Qualifications:

Previous experience in managing call center operations with a focus on performance improvement and strategic development.

Strong analytical skills with the ability to conduct needs assessments, performance reviews, and capacity planning.

Expertise in identifying and evaluating technologies to enhance call center operations.

Excellent communication and leadership skills to establish and maintain high productivity and quality standards.

Proficiency in developing user interfaces and executing user acceptance test plans.

Create and maintain SOPs, process flows, FAQ and any other documentation/reference material required.

Transaction processing, primarily responsible for the delivery.

Point of contact for communications between client and offshore team.

Responsible for the training, troubleshooting, and assisting analysts in quality and timely delivery.

Responsible for implementing the change management process (Understanding the Process changes and updating the process documents)

Create PDD (Process Definition Document)

Create Workflows based in the PDD.

Process improvement driver.

Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.

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, 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; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.