Business Process Outsourcing News and Information

Before you apply (link at the end of the post) please remember that the position is based in Odessa, TX. This is a senior level executive kind position who will not only plan but also will direct and control “the total operational and administrative functions of a call center that provides customer care per client contract(s) requirements in Texas,” thus reads the ad.

Compensation is in the range of $95- $105K Base + Bonus. The person will be having at least 8-10 years of prior experience in management of a customer service based call center.

Some responsibilities that he will have to take care

Directs center operations to ensure service levels are met for each contract.

Determines, tracks, and measures performance against objectives and goals based on client philosophies, volume forecasts, etc. and develop/maintain client policies and procedures to assure a quality service to their customers.

Evaluates and approves center hiring plans to ensure proper staffing and scheduling based upon call volumes, talk time, absenteeism and attrition forecasts 60-90 days out.