Determine 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. Develop 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. Maintain And improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Establish a high standard for productivity, quality, customer service as well as define user guidelines. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

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