Call Center and E-Commerce Manager
Caesars Group
Total years of experience :20 years, 8 Months
• 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 ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Directs and monitors adequate staffing levels to meet quality and budget standards.
• Establishes and maintains effective performance.
• Assists in defining and establishing ongoing performance measures for center personnel.
• Meets shrinkage and budgetary requirements for staffing.
• Assists CEO to establish center budgets
• Ensures operations delivery of client.
• Monitors client expectations and insures effective communications to center employees.
• Identifies performance and expectation gaps and facilitates resolution.
• Assists client services support to identify possible new business opportunities.
• Monitors and directs maintenance of standard operational procedures.