Job Description

DescriptionAs a Call Center Operations Control Specialist, you will be responsible for analyzing and improving the quality of the call center operations by monitoring staff's KPIs, creating training materials, checking and modifying the scripts based on company's internal regulations changes, and developing an improvement plan.Among the main responsibilities: Create and update manuals and scripts when new sponsor calls begin or when new insurance products are launched and new clients call inAnalyze KPIs and call center operations as well as customer feedback to improve operations by communicating with other teams to change update practicesCreation and management of various tools such as talk scripts and FAQs. Creation and management of training materials for staffCompliance: Manage and maintain best practice of the call center in accordance with internal regulations and compliance policies, by changing the call center scripts.Managing inhouse call center personnel and outsourced vendors BPO - need to check BPO KPIs and quality as well