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Call Center Account Manager

Digital Works

Posted on October 10, 2019

5 - 6 years Alexandria - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Determine 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.
• Develop 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.
• Maintain And improve 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.
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Conduct staff performance reviews, 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.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
job requirements
More than 5 years


Telecom / ISP

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

Profile :
• Education :Bachelor s Degree
• Professional experience : 5 years of managerial experience (3 years of call center experience preferred)
• Language: Fluent Written and Spoken English
Technical Skills :
• Budgeting & financial management
• Data analysis & action planning
• WFM forecasting & capacity planning
• Microsoft Office Package
Behavioral Skills :
• Critical thinking and problem-solving skills
• Planning and organizing
• Communication skills
• Leadership
• Conflict management
• Adaptability

Keywords

Call Center Account Manager

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Digital Works


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