Kuwait City - Determines Call Center Manager operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Prepares semi-annually Performance Reviews to all Call Center Manager staff; identifying training needs and planning training sessions. Maintains and improves Call Center Manager operations by monitoring system performance; identifying and resolving problems; providing corrective feedbacks, preparing and completing Action Plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Prepares scheduling, including shift patterns, daily break times and the number of staff required to meet demand during low & high volume per...
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