P33HF+|2872 | AGM CALL CENTER |ST743

To look after entire 300 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system. • 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.Minimum EducationBA / B Com / B Sc/MBAWork Experience12 years - 20 YearsAge Range35 years - 48 Years Gender Male / FemaleIndustry Exposure Required Hands on expr in domestic out-bound sales process Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing ExcellenceExperience in Outbound call centre sales process – 6 – 8 yrs. Min number of agents handled : 600+Functional Reporting VP Customer service/call centre and quality assistanceAdministrative Reporting VP Customer service/call centre and quality assistanceIT Knowledge/ Other Competencies MS Office, Fidelio/ OperaShould be able to handle the team of 200 to 300