Associate director

Updated: March 03, 2024 01:41 PM GMT

Afni, Inc.

Santa Rosa, Laguna, Philippines

Description

Position Purpose:
• Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Functions and Responsibilities:
• Determines call center operational strategies by conducting needs assessments, performance reviews, 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.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems... More Detail