About the role
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Develop objectives for the call center’s day-to-day activities
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Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
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Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
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Hire, coach and provide training to personnel to maintain high customer service standards
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Monitor and improve the process of telephone handling and call handling processes
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Evaluate performance with key metrics (accuracy, call-waiting time etc.)
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Prepare reports for different departments or higher management
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Resolving customer complaints
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Analyzing and improving call center metrics and customer feedback
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Planning, organizing, and directing call center operations
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Developing and implementing call center policies and procedures
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Ensuring that customer service goals are met
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Manage authorization department effectively in order to meet customer satisfactions
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