Job Description

Responsibilities:

• Conduct staff performance reviews to assess needs, cost/benefit analysis and other operational strategy assessments.

• Establish a high standard for productivity, quality, customer service as well as define user guidelines.

• Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.

• Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.

• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.

• Summarize, collect, and analyze call center trends and data for regular performance reports.

• Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

• Maintain consistent professional improvement through company provided workshops, tracking call center trends, and active participation in team projects.