Develop objectives for the call centre’s day-to-day activities Voice and Non-Voice. ∙Conduct effective resource planning to maximize the productivity of resources (people, technology etc.). ∙Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.). ∙Assume responsibility of budgeting and tracking expenses. ∙Hire, coach and provide training to personnel to maintain high customer service standards. ∙Evaluate performance with key metrics (productivity, call accuracy, SLA & Abandons, Quality etc.). ∙Prepare reports & review decks. ∙Collaborates across functions and departments. ∙Measurement and optimization of the program will be required on a regular and ongoing basis.
