BPO Manager

Transact Global

Brief Manager Job Duties:

determines Call Center Operational Strategies By Conducting Needs Assessments, Performance Reviews, Capacity Planning, and Cost/benefit Analyses; Identifying and Evaluating State-of-the-art Technologies; 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.

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.

maintains Equipment By Evaluating and Installing Equipment; Developing Preventive Maintenance Programs; Calling for Repairs; Evaluating and Implementing Upgrades.

maintains Professional and Technical Knowledge By Tracking Emerging Trends in Call Center Operations Management; Attending Educational Workshops; Reviewing Professional Publications; Establishing Persona

Experience : 2 - 6 Years

No. of Openings : 5

Education : Secondary School

Role : BPO Manager

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India