Call Center Operations Expert

6 days ago


Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time
About the Team:

We are a dynamic and innovative team dedicated to delivering exceptional customer service through our call center operations. As a Call Center Operations Expert, you will be responsible for overseeing and managing call center operations, ensuring that we meet our service level agreements (SLAs) and customer satisfaction goals. This includes designing and implementing operational strategies, gathering and processing data, and analyzing results to identify areas for improvement.

Your responsibilities will include gathering and processing data from various sources, including Automatic Call Distributors (ACDs), Customer Relationship Management (CRM) systems, and workforce management tools. You will also design and implement operational dashboards to help managers make informed decisions about call center operations.

Responsibilities:
  • Gather and process data from various sources.
  • Design and implement operational dashboards.
  • Analyze results to identify areas for improvement.


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