Call Center Operations Manager

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Specialization: Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of- the-art technologies; 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;
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees;
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state of- the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

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SKILLS: • Computer Literate • Expert in Microsoft Office and google sheets formats • Photo Editing • Video Editing . Web Design • Internet Savvy • Excellent written and verbal communication skills • Telemarketing skills • Online/Internet Marketing • Blogger • Transcriptionist • Customer and Personal service • Communication Skills • Active Listening • Social Perceptiveness • Problem Solving Skills • Can speak Fluently in English, Tagalog and Cebuano • Assertive and Diligent • Ability to work independently or as part of a team. • Driving (2 wheels/ 4 wheels) • Machine Operator • Welding (Electric/ Acetylene-Oxygen)

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