Call Center Operations Manager
Job Description
- Overall in-charge of the day-to-day operations of the center
- Responsible for the attainment of client set goals, efficiency targets and overall center
performance
- Analyzes agents/supervisors/ACCM performance and develops action plan to bridge gaps
- Implements and audits TOPS as a tool to maintain/increase performance
Requirements
- At least 3 years ACCM/CCM experience
- Strong performance mngt/TOPS background
- Excellent program planning and execution skills
- Strong analytical skills; very detail-oriented
- Strong decision-making and problem-solving skills
- Excellent communication and listening skills
- Knowledgeable in call center tools and processes
- Proficient in MS Office applications
- Computer literate w/ experience using MS Office products
