Assistant General Manager Call Center

Responsibilities

• Oversee 700-seat outbound call center operations to ensure high productivity through continuous monitoring and analysis
• Determine operational strategies via needs assessments, capacity planning, and cost/benefit analyses
• Develop call center systems including customer interaction, voice response systems, and user interfaces
• Maintain operations by identifying issues, conducting system audits, and managing quality assurance programs
• Manage human resources goals including recruitment, training, coaching, and performance reviews
• Prepare comprehensive performance reports by analyzing data and trends

Requirements

• 13 to 20 years of experience in call center operations
• Expertise in outbound sales and telesales
• Proven experience in lead generation
• Strong capability in capacity planning and strategic organizational planning