Manage entire outbound call centre operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
Receives inputs from: National Manager Product
Process owner : Customer Service management
Provides Input to: Call Center Manager
Job Description o Lead In-house call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers.
o Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
o Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.
o Develop methods for cross-selling & upselling and improvising the existing resources efficiently to improve the productivity.
o Develop call center systems by developing customer interaction and voice response systems, and voice n