AGM CALL Center

Responsibilities:
• To look after 300 seats in outbound call center operations and deliver high productivity through controlling, monitoring, analyzing, and reviewing systems.
• Determines call center 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 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.
• 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; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, 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.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Requirements:
• Minimum Education Graduate.
• Industry Exposure Required Hands-on experience in the domestic outbound sales process.
• Experience in Outbound call center sales process - 6 - 8 yrs. Min number of agents handled: 200+.
• Functional Reporting Head Sales and Call Center.
• Administrative Reporting Head Sales and Call Center.
• IT Knowledge/ Other Competencies MS Office