Frankfinn Aviation Services - Senior Manager - Call Center

About the job:

- To look after 100 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