(KQJ734) - BPO CALL CENTER MANAGER

**job description: call center manager** **primary responsibilities**: **manage call center operations**: you will be responsible for overseeing the day-to-day operations of the call center, ensuring that all activities are conducted in accordance with company policies and procedures. **develop and implement call center strategies**: you will develop and implement call center strategies aimed at improving efficiency, productivity, and customer satisfaction. **monitor performance metrics**: you will monitor and analyze call center performance metrics, such as call volume, call abandonment rates, and average handling time, to identify areas for improvement. **manage call center staff**: your responsibilities will include managing call center staff, which involves tasks such as hiring, training, scheduling, and performance management. **ensure compliance**: you will ensure that the call center operates in compliance with all relevant regulations and standards, such as pci-dss and hipaa. **develop and maintain call center technology**: collaborating with the it department, you will work on developing and maintaining call center technology, including phone systems, crm software, and reporting tools. **provide customer service**: you will handle customer service interactions, particularly those requiring escalation or involving complex issues. **develop and maintain call center processes**: your role will involve developing and maintaining call center processes, including call scripts, escalation procedures, and quality assurance programs. **analyze customer fe...