• Good leadership in call center management
• Assist in the formulation of goals for individuals and teams
• Answer staff questions and provide guidance and feedback
• Anticipate escalation and take calls when needed
• Devise ways to improve procedures and keep employees motivated
• Participate in design and architecture sessions with key business users, gathering and documenting business processes and system requirements
• Architecture of CRM systems, call center and related customizations and reports to model the business organizational process
• Advise business users on best practices for CRM, call center, development or integration processes
• Balance the demands and requirements of business users and technical constraints
• Work with internal support members to resolve technical issues with servers, database, SSRS, and other technologies related to internal CRM and call center systems
• Application support including fixing application problems
• Design workflow based on client requirements
• Create professional proposals based on project elements and requirements
• Prepare reports and analyze data to assist management in setting call center objectives
Working five days from Sunday to Thursday, 48 hours per week
Requirements:
Previous experience in the same field or similar supervisory position at least 4 years
Knowledge of performance appraisal, communication and negotiation procedures
Knowledge in customizations, JavaScript, C#, .NET, HTML, Silverlight, MVC, SQL Server and SSRS including plugins, scripting, and form creation.
Knowledge of API, REST/ODATA, and SOAP endpoints
Technical know-how with knowledge of call center equipment/systems and related computer software
Knowledge of reporting tools such as Power PI
Organization and leadership skills and work under pressure
