Responsible for Monitoring and Managing all Account / Program leads to ensure that they are all reaching their targets and achieving their objectives.
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. […]
Maintains and improves...