* Hiring, training, coaching, and leading call center representatives as they provide support
for customers.
* Answering representative’s questions, guiding them through difficult calls or issues,
diffusing angry customers, or handling issues that cannot be fielded by representatives.
* Leading team meetings, asking questions to better understand the calls representatives are
receiving, educating, and coach workers regarding processes practices, and explain
expectations to employees
* Assisting other management team members in identifying trends and establishing call
center goals.
* Ensuring staff members are achieving desired service levels and taking corrective action, as
needed.
* Preparing reports and analyzing call center data to improve processes, ensure resources
are properly allocated, and maximize efficiency and customer satisfaction.
* Authorizing replacements or refunds.
* Taking on other tasks or projects to support employees, other managers, and call center
operations.