Job Description
You will be responsible for overseeing the operations of a 700-seat outbound call center at the Head Office, ensuring high productivity by controlling, monitoring, analyzing, and reviewing the system.
Your role will involve determining operational strategies for the call center through needs assessments, performance reviews, capacity planning, and cost/benefit analyses. You will define user requirements, establish technical specifications, set production, productivity, quality, and customer-service standards, and provide input for organizational strategic plans.
You will be involved in developing call center systems, including customer interaction and voice response systems, voice networks, user interfaces, and executing user acceptance test plans. Additionally, you will plan and control system implementations.
Monitoring and improving call center operations will be a key part of your responsibilities. This includes identifying and resolving system performance issues, preparing action plans, conducting system audits and analyses, managing improvement and quality assurance programs, and overseeing upgrades.
In terms of human resources, you will be in charge of recruiting, selecting, orienting, training, coaching, counseling, and disciplining call center employees. You will administer scheduling systems, communicate job expectations, monitor job contributions, review compensation actions, and ensure compliance with policies and procedures.
Furthermore, you will prepare performance reports by collecting, analyzing, and summarizing data and trends to support decision-making processes.,
Your role will involve determining operational strategies for the call center through needs assessments, performance reviews, capacity planning, and cost/benefit analyses. You will define user requirements, establish technical specifications, set production, productivity, quality, and customer-service standards, and provide input for organizational strategic plans.
You will be involved in developing call center systems, including customer interaction and voice response systems, voice networks, user interfaces, and executing user acceptance test plans. Additionally, you will plan and control system implementations.
Monitoring and improving call center operations will be a key part of your responsibilities. This includes identifying and resolving system performance issues, preparing action plans, conducting system audits and analyses, managing improvement and quality assurance programs, and overseeing upgrades.
In terms of human resources, you will be in charge of recruiting, selecting, orienting, training, coaching, counseling, and disciplining call center employees. You will administer scheduling systems, communicate job expectations, monitor job contributions, review compensation actions, and ensure compliance with policies and procedures.
Furthermore, you will prepare performance reports by collecting, analyzing, and summarizing data and trends to support decision-making processes.,
💡 Quick Summary
Seeking a career-building opportunity? The Assistant General Manager - Call Center position is now open for candidates interested in the Work from home Jobs sector. This role in Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
