Manager / Sr. Manager - Operations

Manage large team within the call center environment, which includes having direct reporting of Team Leaders.
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach, and provide training to personnel to maintain high customer service standards
Monitor and improve efficiencies, telephone handling, and other procedures
Evaluate performance with key metrics
Prepare reports for different departments or upper management
Prepare and be part of monthly and quarterly business reviews

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