Directly assists the Call Center Manager in organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training guiding call center supervisors in performing their duties. Collects and analyze call-center statistics.
Responsibilities:
Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Assists in maintaining and improving 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. Assists in 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.
Assists in driving improvements in overall service levels, transactional efficiencies and cost management. Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. Assists in identifying creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
Assists in driving continuous improvement through trend reporting analysis and metrics management Offers new ideas and suggestions for improvement. Assists in identifying and implementing current practices and processes that are best in field
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