Call Center Director Role

5 days ago


Quezon City, National Capital Region, Philippines Afni, Inc. Full time

As a Telecommunications Operations Manager at Afni, Inc., you will play a critical role in driving customer satisfaction and loyalty through effective call center operations.

Your primary responsibility will be to develop and implement call center strategies that align with business objectives.

You will lead a team of professionals in designing and implementing innovative solutions to improve customer interactions and overall experience.

To succeed in this role, you must have a strong understanding of call center operations, project management principles, and IT systems.

You will be responsible for monitoring system performance, identifying and resolving problems, and preparing action plans to ensure seamless operations.

This role requires excellent communication and interpersonal skills, as well as the ability to work collaboratively with cross-functional teams.

Key Responsibilities:
  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
  • Develop call center systems by designing user interfaces, developing and executing user acceptance test plans, and planning and controlling implementations;
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans;
  • Meet call center financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions;
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends;
  • Maintain equipment by evaluating and installing equipment, developing preventive maintenance programs, calling for repairs, and evaluating and implementing upgrades;

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