Job Title

Job Responsibilities• To look after 700 seats outbound call centre operations and deliver high productivitythrough controlling, monitoring, analyzing & reviewing system.• Determines call center operational strategies by conducting needs assessments,performance reviews, capacity planning, and cost/benefit analyses; defining userrequirements; establishing technical specifications, and production, productivity, quality,and customer-service standards; contributing information and analysis to organizationalstrategic plans and reviews.• Develops call center systems by developing customer interaction and voice responsesystems, and voice networks; designing user interfaces; developing and executing useracceptance 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; completingsystem audits and analyses; managing system and process improvement and qualityassurance programs; installing upgrades.• Accomplishes call center human resource objectives by recruiting, selecting, orienting,training, assigning, coaching, counseling, and disciplining employees; administeringscheduling systems; communicating job expectations; planning, monitoring, appraising, andreviewing job contributions; planning and reviewing compensation actions; enforcingpolicies and procedures.• Prepares call center performance reports by collecting, analyzing, and summarizing dataand trends.Minimum Education - GraduateWork Experience - 13 years to 20 YearsIndustry Exposure RequiredHands on expr in domestic out-bound sales processExperience in Outbound call centre sales process – 6 – 8 yrs.Min number of agents handled : 200+Automated Dialer experience mandatory - Avaya, Genesys or similarFunctional Reporting - Head Sales & Call CenterIndustry: BPO, BPM, Call CentreIT Knowledge/ Other Competencies - MS Office