Call Center Operations Coordinator

Description / Requirements

Leading IT company, is looking for a Call Center Operations Coordinator.

The Call Center Operations Coordinator position plans and implements new procedures and adheres to proposed technologies in order to drive the call center strategies. Identifies ways to improve systems and processes in order to effectively build a high performance operation.


Main Responsibilities:

• Proposes the optimum multiregional setup for our clients Sales & Service Call Center functions with the introduction of processes and tools

• Monitors and evaluate performance related to service goals and objectives

• Completes system audits and analyses for processes improvements

• Provides guidance to Call Center operations design, engineering, and optimization by ensuring contractual operational compliance

• Monitors, measures and benchmarks customer center analytics

• Oversees service levels, workflows, call flows and statistical reporting

• Contributes information and analysis to operational strategic plans and reviews

• Prepares call center performance reports by collecting, analyzing, and summarizing data

• Accomplishes organization goals by proposing and implementing cost optimization plans and exploring opportunities

Candidate Profile

• Certificate or Bachelor in IT/Telecoms and or (Business) Management or related field

• Proven management and leadership experience in a Call Center environment

• Proven track record of successful development and implementation of exceptional customer service standards and procedures

• Strong coaching, leadership and interpersonal skills

• Minimum 3 years of working experience in large Enterprise level ERP / CRM projects 

• Understanding of compliance, audit issues on call center operations

• Experienced with driving improvement plans and able to identify significant success factors

• Proven ability to build consensus and work effectively within a cross-departmental team 

• Ability to define, shape and deliver strategies

• Excellent in English, additional languages is an advantage

Remuneration

The Company offers:

• Competitive compensation package

• Excellent working environment

• Exceptional prospects