The Director, Philippine CATI Operations is responsible for managing key metrics and ensuring consistency of process across call center teams for their location. ESSENTIAL DUTIES AND RESPONSIBILITIES
Review and analyze production and quality metrics for CATI projects. Review supervision and dialing percentages and other daily, weekly, monthly metrics related to operational efficiency including dollar hour, overhead costs and labor costs.
Lead team by delegating and allocating manageable goals to employees based on team needs, interests and development needs. Provide employees with timely, fair and measured performance assessments and feedback to foster growth.
Work with call center managers, team leads and supervisors to inspect, evaluate and train employees to ensure compliance with Operations policies and procedures.
Manage the administrative functions for call centers: (10 %)
- Review and approve call center expenses.
- Review and manage center payroll.
- Provide guidance on the recruitment process as needed.
- Review overall operation expenses and manage KPIs (Supervision and Dialing percentages).
Ensure call center and employees are following policies, procedures and regulations as outlined by Human Resources.
Assist Client Delivery and Sales on bid opportunities by providing estimates on production cost
Perform special projects as needed.
Maintain the call center facility and ensure it is in good working order