Job Description

Center Manager Operations & Technical:

• Manage the Emergency Call Centre including operations & technical.
• Maintain and improves call centre operations by monitoring system performance; idenitfying and resolving problems; preparing and completing actions plans; completing system audits and analyses; managing system and process improvements and quality assurance programs; installing upgrades.
• Review and prepare monthly operational reports by collecting, analyzing and summarizing data and trends.
• Attend managerial meetings to communicate changes, issues and opportunities.
• Ensure the servers are working 24/7
• Support any IT issues within the centre.
• Ensure that the agents and supervisors have all their tools and applications running.
• Assist the Centre Manager Administration in pooling out reports for the weekly and monthly report.
• Monitor random incoming calls to improve the call quality and reduce the errors and track operator’s performance.
• Carrying out maintenance works on all systems at the centre.
• Relating and corresponding with all emergency responce agencies.
• Review of calls recieved per agent weekly, reporting agents who decline or put their systems on busy during their shift.
• Any other duties assigned.

Centre Manager Administration:

• Administration of test and interview at your centre for new applicants or open positions.
• Review of leave requests, ensuring a response is recieved from HR department.
• Assessing staff attendance and reporting inconsistent staff.
• Sending weekly staff attendance report to HR department.
• Daily inspection of the sanitary condition of the centre.
• Investigating and reporting of unruly staff and staff conflict.
• Purchasing and accounting (pictorial and reciept provision) for consumables monthly.
• Attending managerial meetings to communicate changes issues and opportunities.
• Any other duties assigned.

Requirements

• Candidates should possess a Bachelor’s Degree qualification with 2 – 4 years work experience.