Call Center Manager / Operational Supervisor / Head of Operations

Job Description
As a Call Center Supervisor you will be in charge of day to day operation of the Operations Department (OutboundInbound Calls, emails, Zalo) and takes responsibility for establishing call center objectives, assigning tasks, motivating and disciplining employees and drive/assess performance.

The goal is to do everything possible to ensure that technology is utilized to a maximum and that staff are well-organized and productive.

PRIMARY DUTIES / RESPONSIBILITIES:
• Daily running and call center management. Supervise the work of team managers (Team Leaders, QA, trainers, Scheduling and Planning, over 30 team members in the team).
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (conversions, productivity, customer service metrics, costs, etc).
• Review Quality Assurance/Quality Control reports on a daily/weekly basis . Drive improvements.
• Collaborate with other company departments. Ensure execution of directly-related activities as well as those under the responsibility of other leaders

• 3+ years’ experience in call center outbound calls management (Telemarketing is preferable)
• Experience managing IVR/Auto-dialer
• Experience drafting policy and procedures
• Analytical mindset with keen attention to detail. Demonstrated problem solving and process improvement skills
• Ready to get your “hands dirty,” and excel in a fast-paced environment
• Self-Motivated. Ability to work independently with minimal supervision

PREFERRED QUALIFICATIONS:
• Previous experience in finance is a plus.
• COPC or equivalent qualification is a plus
• Previous experience in the Outsource call center is a plus.
• Previous experiance with forcforce managment systems is a plus

- In accordance with Company Policy

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