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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Rs 2.5 - 4.5 Lakh/Yr |
| Industry | Insurance |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Role and Responsibilities: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; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.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.Office Timing:9.45am to 6.30 pm 2nd& 4th Saturdays are offLocation: Kandivali EThanks & regards,Sheetal Gaikwad HR Executive
Keyskills :
process improvementaccountscall center operationsoperations managementpreventive maintenanceeducational workshopscustomer interactiontechnical specificationsbankingcustomer servicesalesuser requirementscapacity planningemerging trendscomplia