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Call Center Manager (Visit IDC Research) popular
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Company Name: IDC Research
http://www.idcresearch.com
Email resume to: recruit-my@idc.com
Contact Phone: 508.872.8200
Contact Name: Human Resources
Company Description:
IDC is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. Over 850 IDC analysts in 50 countries provide global, regional, and local expertise on technology and industry opportunities and trends. For more than 42 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.
Job Description:
The Call Center Manager role is ideal for an individual looking for an opportunity to help shape the direction of this business within the market leader in IT research in Asia Pacific – while having a genuine sense of ownership in growing this aspect of our business.
Responsibilities of this position will include:
a) Managing teams and team leaders in fulfillment of IDC surveys – coaching/hiring/retention of staff
b) Responsibility for unit revenue and/or P&L performance
c) Coordinate implementation of end user surveys projects through questionnaire design on paper as well as on CATI (Computer Aided Telephone Interviewing System).
d) Project-manage and coordinate project management of end user survey projects from inception to completion through scheduling, establishing timelines, and coordinating resources to meet established targets for the projects
e) Effective skills in recruitment and training of temporary call center agents
f) Monitoring, managing and motivating a team of 35 call center agents
g) Provide progress reports to managers and ensure the smooth running of the projects
h) Work with analysts across the Asia Pacific region
Job Requirements:
Interested individuals that meet the following minimum requirements are encouraged to apply:
a) Individuals with a minimum 5-7 years job experience with 2-3 yrs exp in a supervisory capacity in a call center operation environment, an MNC conducting end user or supply-side surveys, or an outbound call center specializing in supply and demand side surveys in technology
b) Minimum university or college degree, BA, BSc or equivalent
c) Minimum 2 years experience with revenue or P&L responsibilities
d) Good leadership, management & problem-solving skills
e) Well-organized, detailed and sensitive to data accuracy issues
f) Knowledge of survey methodologies and interviewing techniques
g) Written and verbal fluency in English is mandatory, additional languages including Cantonese, Mandarin, Thai or Korean considered advantageous
h) Intermediate skills in Microsoft Excel, PowerPoint - statistical programs knowledge advantageous
i) Experience with CATI systems (Computer Aided Telephone Interviewing System)
The successful candidate should be self-motivated, able to work independently -- consistently maintaining & meeting deadlines. The candidate should also be meticulous, be able to handle rapidly changing workloads, and be able to demonstrate the ability to work with staff regionally in a cross-cultural environment. Having a sense of ownership, strong organizational and project management skills are essential to be a success in this role.
We invite all qualified individuals to submit their resume for consideration and regretfully note that only short listed candidates will be contacted – no calls please. Respondents should include “Call Center Mgr” in the subject line of their email submission.
Call Center Manager (Visit IDC Research) popular
Submitted by: yobo100
Hits: 200
Added: Sun Jan 21 2007
Last Modified: Fri Apr 13 2007