AGM Call CENTER - HO

• To look after 700 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.

• To look after 700 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.