Assistant General Manager - Outbound Call Centre Operations - BPO

Job Description

- To look after entire 200+ 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.

Additional Information :

- Mandatory: Experience in Outbound call center sales process: 6-8 yrs

- Min number of agents handled: 200+

- Should have a working knowledge of MS Office suite

- Should be Open to Travel & work under deadlines

Standard Day shift timings: 10am - 7pm (9 hours), 6 days.

Required Qualification: BA / B Com/M.com / B Sc