Full-Time -Managerial Operations Manager
Job Description
Should have 12 to 15 years of experience in BPO Operations
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
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.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Improve the operational systems, processes and policies in support of organizations mission — specifically, support better management reporting, information flow and management, business process and organizational planning.