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7 Pearl Academy Jobs
Process Lead
Pearl Academy
posted 6mon ago
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Flexible timing
Key skills for the job
Job Description
- To look after entire XXXX seats outbound call centre operations and deliver high productivity through controlling, monitoring, analysing & reviewing the system.
- Determines call centre 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 centre systems by developing customer interaction, voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call centre 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 centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, 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 centre performance reports by collecting, analyzing, and summarizing data and trends.
Employment Type: Full Time, Permanent
Functional Areas: Other
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