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This is a project-based opportunity, not a permanent position. Flexing It® is focused on short-term projects, consulting assignments, expert and advisory roles, and part-time engagements.
We are not a platform to access permanent/regular jobs.
Our client, a management consulting firm, is looking to engage a call center lead for their pharma client’s teleconsulting platform.
Responsibilities include:
• 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.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• 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.
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Strong analytical problem identification and problem solving skills
• Good interpersonal, communication and leadership skills
• Excellent knowledge of management methods and techniques
• Excellent communication skills in English (verbal, written and listening)
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Ability to make discretionary decisions.
• Excellent organizational skills and detail-oriented.
• Ability to prioritize multiple assignments, multi-task, manage time and
complete assignments effectively and in a timely manner.
A top tier global consulting firm
BPO & KPO Services
7+ years
1
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More than 3000 clients rely on Flexing It today
We host both full-time & part-time projects from top clients for 100+ skill categories. We also help connect experts like you with clients for short consultation calls called Flexperts
You just need to create a ‘boutique firm’ account during the registration process. The rest of the application process remains the same.
Our freelancers fee benchmarking tool, FeeBee helps our freelancers and consultants find out what their peers charged for similar projects. Built on 600K+ verified benchmarks, registered users get unlimited access to it.
As a freelancing platform, we do not provide permanent positions or full-time job to our consultant network.
Flexing It will be involved end to end right from contracts to invoicing. Once you are finalized, your payment details are transparently laid out in your contract terms with your client and our team actively liaises with the client finance team to ensure timely payments.
We do not charge any fee or commission from you. Your fee quote will be paid out to you in full as per your project contract.
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